FAQ

Why Terrace

Why should I sign up to Terrace? Terrace offers the widest token coverage and deepest liquidity of any platform or exchange. We do this by aggregating DeFi, CeFi, and OTC venues into a single platform. You get the actual depth and breadth of venues like Binance, Bybit, Gate, Coinbase, OKX, Bybit, Uniswap, along with leading market makers like B2C2 (plus many, many more venues) all in a single platform.

Why is Terrace better than traditional exchanges? Terrace is better than the big centralized exchanges you may have heard of because Terrace isn’t a single venue—it’s all of them under one roof. Instead of just getting the liquidity and token coverage on Binance or Coinbase or OKX, on Terrace you get the liquidity and token coverage of Binance AND Coinbase AND OKX AND Bybit AND many other exchanges, DEX, market makers, and OTC desks. We aggregate DeFi + CeFi + OTC to ensure we have the deepest liquidity across venues, not just one order book. Venue aggregation and our proprietary smart order routing means we also bring you better prices and more tokens. Using Terrace also means lower slippage at size, anything-to-anything swaps, multi-wallet support, and pro-level tools like access to leading market makers. In short: one login, unified liquidity, the best execution.

Why should use Terrace instead of venues like Uniswap? Uniswap only gives you access to on-chain DEX liquidity, which can be shallow and expensive for large trades. Terrace aggregates across DeFi, CeFi, and OTC, so you always get the best route, deepest liquidity, and lowest slippage — even at size. For a sense of scale, Terrace offers over 10x the liquidity for Ethereum than Uniswap. Terrace is far more powerful than a single DEX.

Getting Started

Who can open a Terrace account? Terrace is available to investors of all types, with features designed to meet the needs of experienced traders and institutions. Some geographic restrictions may apply.

Do I need to be a high‑net‑worth individual or institution to use Terrace? No. Terrace is open to investors of all levels. There are no capital requirements to use the platform.

Do I need to complete KYC verification in order to use Terrace? Individual traders may use the platform without KYC, but it is strongly recommended for a better experience. Identity verification is required to access some platform functionality, including liquidity from centralized exchanges, market makers, and OTC desks.

What documents are required for identity verification (KYC/AML)? As part of Terrace's identity verification (KYC) process, you will be asked to provide your full name, date of birth, and address. You will also be required to take a photo of a goverment-issued ID (such as a passport or driver’s licence)

Why do you require KYC? Terrace requires customers verify their identity (KYC - Know Your Customer) to protect both our customers and our platform. It helps us prevent fraud, money laundering, and other illegal activities—ensuring a safer and more compliant trading environment. KYC is also required by both our regulators and centralized counterparties.

Is KYC mandatory to trade or deposit? Identity verification (KYC) is not required for individuals to deposit or trade on Terrace. However, identity verification is required to access to centralized exchanges, market makers, and OTC desks as well as some features. We recommend completing identity verification to access the best prices, deepest liquidity, and widest selection of tokens available on Terrace. For institutions, KYC is required as part of the onboarding process.

How long does the onboarding process take? For individuals, onboarding is as simple as completing the sign-up form, and depositing funds to place your first trade. We also offer individuals the option to sign-up with a wallet. For institutions, once all required KYC information is provided, approval typically takes a few business days for institutional entities.

Can I open a Terrace account as an individual? Of course! Just head to our sign-up page (app.terrace.fi/signup) and complete the short process. You can also sign-up with a wallet.

Does Terrace support joint accounts? Institutional or organization-based accounts can invite multiple users to access the platform. Unfortunately, individual accounts do not support multiple users at this time.

Is there a minimum deposit amount required to open a Terrace account? Anyone can open a Terrace account without any deposit. There is no set minimum deposit amount required to trade, however your trade size must cover the cost to execute (gas, venue fees).

Is Terrace available in my country? Terrace is available globally with the exceptions of: Russia, Cuba, Iran, North Korea, Syria, sanctioned nations, and the following regions of Ukraine: Crimea, Donetsk and Luhansk.

How do I open a Terrace account? Go to app.terrace.fi/signup and follow the simple steps to create your Terrace account.

Account Management

How do I reset my terrace password? While logged in:

• Go to settings>personal>general. Select “Update” next to your password. Follow the instructions to change your password.

From the login page:

• If you have forgotten your password, select “Forgot your password” and follow the instructions to reset your password.

How do I update my legal/corporate entity name? To change your legal/corporate entity name associated with your settings, please contact your account executive or [email protected]

How do I enable Two-Factor Authentication? To enable two-factor authentication, go to settings>personal>general. Select “Enable” next to “Multi-Factor Authentication” and follow the instructions to download set up your second factor using Google Authenticator or Twilio Authy.

Please note Two-Factor Authentication is required to whitelist a new deposit address or initiate a withdrawal.

How do I change my username? To change your username go to settings>personal>general. Use the type bar to write your desired username. Please keep in mind usernames are unique and another user may have already claimed your desired username.

Why do I need to verify my identity? To comply with anti‑money laundering (AML) regulations and unlock deeper liquidity and better pricing, Terrace requires users to complete identity verification. Navigate to Settings > Personal > General and select "Verify Identity". Submit the requested documents so Terrace can verify your identity and screen you against regulatory lists. Until verification is complete your account remains limited. Contact support if you experience issues.

How do I change my password without logging in? If you've forgotten your password, navigate to the log in page and click on the "Forgot password?" link. Once you enter the email address associated with your account you will receive an email with instructions on how to reset your password

Can I freeze my account temporarily? At present, Terrace does not offer a freeze functionality. If you suspect unauthorized activity, please contact [email protected]

Deposit & Withdrawals

How do I deposit funds? Depositing funds to Terrace is easy! When a user signs up, wallet addresses for all of the supported chains are created automatically. To deposit select "Deposit" in the top right of your account header:

Alternatively, you can import an existing wallet and deposit to that address.

How do I withdraw funds? Select "Withdraw Funds" in the drop down menu in the top right of your account header.

Then, in the pop-up modal select the asset you want to withdraw, make sure you pick the correct chain and input the destination address. Multi-Factor Authentication is required to approve withdrawals.

What currencies and assets can I deposit? You can instantly deposit any EVM, Solana, Bitcoin, Dogecoin, or Litecoin to your Terrace account. If a chain you wish to deposit on is not supported please contact [email protected]. At this time, Terrace does not support fiat deposits.

Are there minimum deposit or withdrawal amounts? There is no minimum deposit amount on Terrace or set minimum for withdrawals. However, withdrawals must exceed the cost to transfer/withdraw your assets. Cost to withdraw may vary by asset and network. The withdrawal module will alert you if your amount is below the required minimum.

How long do deposits take to confirm? Deposits are credited once the required number of blockchain confirmations are reached. Confirmation times depend on the chain’s congestion and block times but typically take <5 minutes.

How long do withdrawals take? Withdrawals are processed promptly after you confirm the transaction and complete MFA. Network congestion or blockchain delays may affect settlement times.

Can I deposit/withdraw fiat currency? Presently, Terrace currently supports crypto deposits and withdrawals only. Fiat on‑ and off‑ramp services may become available in the future.

How do I ensure I'm using the correct chain for my deposit?

Always check the deposit modal for the supported network before sending funds. Depositing via the wrong chain may result in lost assets.

What happens if I deposit an unsupported token? Deposits of unsupported tokens or tokens sent on the wrong network are at risk of being irrecoverable. Contact [email protected] immediately, but recovery cannot be guaranteed.

Can I schedule recurring deposits or withdrawals? Terrace does not currently support scheduled or recurring transfers. You must initiate each deposit or withdrawal manually.

Can I cancel a withdrawal? Fully approved withdrawals on individual and institutional accounts cannot be cancelled. Once approved and submitted and broadcasted on-chain, withdrawals are irreversible. Always double-check the destination address and chain.

Why can't I withdraw all my tokens? Only tokens in your wallet are available for withdrawal. Tokens that were acquired via off-chain CEX, OTC, and MM and are settling will be available to withdraw once settled to your wallet, typically within 60 minutes. If you would like to withdraw non EVM, SPL, BTC, LTC, and DOGE tokens please contact [email protected]

Wallet Management

How can I export my private keys? You can export your private keys by going to the Wallets Tab in Settings

1. Go to https://app.terrace.fi/settings/wallets or select "Account" in the drop down

2. Select "Export" on the right hand side of the row of the desired wallet and follow the instructions.

How do I manage withdrawal addresses? Terrace proactively creates wallets for all chains they support so you can immediately receive funds and trade on those chains.

Why do I have wallets on chains I have not used or didn't add? Terrace proactively creates wallets for all chains they support so you can immediately receive funds and trade on those chains.

Can I view balances across multiple chains in one dashboard? Yes. Multi‑Wallet Portfolio Management provides a unified dashboard showing balances and positions by token, chain, and wallet

How often does Terrace update wallet balances and positions? Balances and deposits are updated in real time as Terrace polls on‑chain data and connected trading venues. Position mark price and PNL are updated every 60s or on any action (trade, deposit, withdrawal, airdrop).

How do I add an address to the address book? In the Address Book section of Account Settings, click “Add Address,” enter the address and a label, and complete 2FA. Institutional accounts require administrator approval for new addresses.

Can I label addresses in my address book? Yes. Each whitelisted address can have a nickname to help you identify different withdrawal destinations.

Trading & Execution

How do I view the order book for a pair? To view the order book for a venue select your preferred venue from the list of available venues. The order book will update on the upper right hand side of the screen. You can adjust the depth of the book and tick sizes using the drop down menu on the top left of the order book.

What trade types are available on Terrace? Terrace supports Limit, Market, TWAP, and Iceberg orders on all venues. In addition Terrace supports VWAP and conditional orders for pairs with centralized limit orderbooks.

How do I cancel a trade? Open orders can be cancelled from the Open Orders tab in your Porfolio page, in the Open Orders tab in your Spot or Perps pair page, or in History > Orders section. Market orders and swaps execute immediately and cannot be cancelled.

Can I modify an order? Pending orders can be modified or cancelled from the order management panel as long as they have not been fully filled.

Why does my filled price differ from the quoted price? Crypto markets move fast. If slippage occurs between the quote and execution, your final fill price may be slightly higher or lower depending on market volatility and liquidity depth.

What’s the difference between TWAP and iceberg orders? TWAP spreads your trade over time at regular intervals. Iceberg orders hide part of your total size, revealing only small slices to the market. Both are designed to reduce market impact.

What’s the difference between market and limit orders? A market order is an instruction to buy or sell a security immediately. It guarantees execution but not price and typically fills at or near the current bid or ask. A limit order specifies a price and executes only at that price or better—for example, a buy limit executes at or below the limit price, while a sell limit executes at or above the limit price

Why did my trade fail? Trades can fail due to insufficient balance, high slippage, gas limits being exceeded, or changes in market conditions during execution. If it was a DEX route, MEV protection or pool availability may also be factors. Check the error message for additional details

Why was only part of my trade filled? Partial fills happen when there isn’t enough liquidity at your target price. The remaining portion may still fill, expire, or be cancelled depending on your order type and time-in-force settings.

Which exchanges and liquidity venues does Terrace access? Terrace connects to decentralised and centralised exchanges, OTC desks and market makers - including Binance, Bybit, OKX, Gate, B2C2, Uniswap, Raydium, Jupiter, etc. - giving you broad access to liquidity.

What is the difference between Terrace and Terrace DEX Terrace offers two smart-routing execution algorithms to users. Terrace DEX routes only via on-chain decentralized exchanges while Terrace routes across all supported venues (on and off-chain). You must verify your identity to use the proprietary Terrace router.

Why can't I trade all my tokens? On-chain, you can only trade tokens that have settled into your wallet. In off-chain venues (CEX, OTC, and MM), you can trade your entire balance continuously

What is the difference between CeDeFi available to trade and DeFi available to trade?

Your Defi "available to trade" balance refers to what is currently settled in your wallets (and is thus available to trade instantly). When you place a trade on a DEX, the smart contract pulls tokens directly from your wallet balance. However, it can mean your your balance is fragmented across chains and wallets — not automatically unified. CeDeFi (Centralized-Decentralized Finance) “available to trade” balance reflects tokens settling on centralized exchanges and market makers as well as what is in your wallets. Terrace aggregates all your balances across CEX and DEX, showing total available-to-trade liquidity across sources.

Fees & Pricing

How are gas fees handled on Terrace? Gas required for on-chain transactions is bundled into the transaction in the currency used for the transaction. You never have to worry about having enough gas in your wallet!

How does Terrace calculate fees? Terrace uses a volume-based fee structure for determining its trading fees. Fees will be taken from all incoming and outgoing transactions, excluding wallet transfers. Your fees will be determined on a rolling 30-day basis. Your 30-day volume needs to be consistent in order to retain your fee tier. Your volume is the sum of your past 30-days of trading activity.

Does Terrace charge deposit or withdrawal fees? Terrace does not charge internal deposit fees. Withdrawal fees consist of network gas costs, which are shown before you confirm a withdrawal.

Are there network fees on withdrawals? Yes. When withdrawing funds, you must pay network gas fees. These vary depending on the blockchain and will be displayed prior to confirmation.

Referrals

How does the referral program work? We want everyone to enjoy the benefits of Terrace - and we want you to share in our success!

You will receive 1,000 points AND 30% of any successful referral’s 1st year trading revenue if they sign-up using your personalized referral link. You also receive 5% of 1st year trading revenue for anyone who your referee bring to the platform.

For institutional referrals, please email us and the potential new customer at [email protected].

How do I refer a friend? While logged in to your Terrace account, go to settings and select "Refer A Friend" from the dropdown menu. This will display your unique referral link, which you can then share with others.

Institutional Accounts

How do I apply for an institutional account? Contact Terrace’s sales team at [email protected] who will be more than happy to assist!

Can I create multiple entities or sub‑accounts under one master account? Institutional clients can create additional entities or portfolios under a master account to segregate trading strategies and reporting. Please contact your account manager to configure additional entities.

How do I set up multi‑factor authentication for my team members? Each individual team member needs to set up authentication themselves.

How do I remove users from my company's Terrace account? To remove a team member, go to Settings > Team > Members, click the three dots next to the user and select remove. Only Team Administrators can remove other team members.

How do I add a new user to my company’s Terrace account? If you are the administrator / master account holder for your company’s account go to Settings > Team > Members and select “Invite Team Members” in the middle right of your screen. A pop-up will appear; please enter the email addresses for the team-mates you would like to invite to your account. If you are not the administrator for your company’s account, please ask your administrator to follow the above instructions.

What permission roles are available and how do I manage them? Permissions settings are only available for Institutional accounts. Terrace offers three default roles: Read Only, Admin and Trader. You can manage permissions from the Permissions page in your team settings; only Admins can adjust member permissions.

Platform & Technology

What browsers does Terrace support? Terrace works best on modern browsers such as Google Chrome, Mozilla Firefox, Safari, and Brave. Keeping your browser up to date ensures optimal performance.

Does Terrace have a mobile app? A dedicated mobile app is on the roadmap. The current web platform is mobile‑responsive and can be accessed via smartphone or tablet browsers.

Can I use Terrace from a smartphone or tablet? Yes. The web platform is responsive and can be accessed via modern mobile browsers.

Does Terrace offer API access for automated trading? An API for programmatic trading and data retrieval will be released later this year. To get early access and learn more please complete this interest form [insert form]

Reporting & Analytics

What are Terrace’s reporting and history tools? Terrace provides detailed trade history and reporting tools. Users can view all trading activity, including gains, losses, and transaction records.

How do I access my trade history? From the drop down menu, navigate to the History section to view a complete history of your orders and fills.

Does Terrace provide tax reports or spreadsheets? Not at present, but this is on the roadmap

Security

What happens if my account is compromised? Immediately contact Terrace Support at [email protected]. Change your password and regenerate API keys if applicable.

How do I reset 2FA if I lose my authenticator device? Contact Terrace Support at [email protected]. You will be required to provide identity verification again. Once verified, the Support team can help you enable 2FA on a new device.

How can I report suspicious activity or a suspected security breach? Contact Terrace Support @ [email protected] immediately if you notice unauthorized activity.