Canceling Your White Label Lite Add-On

Canceling White Label Lite schedules the add-on to end at the close of the current paid period or trial. Your branded hosts continue to work through that date, so customers do not lose access the moment you cancel. After the entitlement ends, the branded hosts have a 7-day grace window before the platform retires them.

Use the date shown in Billing as the source of truth for your account. This guide explains the two different ways to undo a cancellation, what to preserve before the grace window ends, and how to avoid a broken customer sign-in link.

How to cancel

Open the Billing page and find the White Label Lite card. Select Cancel White Label Lite.

Before confirming, the dialog shows the add-on, its recurring price, and the date it remains active through. Check all three, especially if you have both monthly and yearly subscriptions elsewhere in the account.

• The current period's end date
• The price, currency, and billing period that will not renew
• The White Label status and branded host information available to the account

Select Cancel White Label Lite in the confirmation dialog. Billing then marks the subscription as scheduled to cancel and shows its end date. Keep a note of that date if customers use a branded dashboard or webmail address.

Until the end date:

• Your full branding stays active.
• The Billing card shows that cancellation is pending.
• The card offers Keep my White Label. This is the fastest way to undo the cancellation while the subscription itself is still active.

The current period remains available, but the subscription is not renewed at the next renewal date.

Canceling during a trial. Every mail plan includes the 30-day White Label Lite trial. If your Billing card shows an active trial, cancellation prevents the scheduled conversion charge and keeps the brand available through the trial end date displayed there. The same 7-day grace window starts after that date.

What happens at the end of the cycle

When the displayed end date arrives, the White Label entitlement ends and the brand profile enters its 7-day grace window:

• The branded hosts continue serving during the grace window.
• The existing branding and certificate stay in place while the hosts are being retained.
• Billing shows that the account is in a grace period and provides a link to subscribe again.

Do not treat the grace period as a permanent fallback. It is time to decide whether to resubscribe, give customers a replacement sign-in address, or retire the branded URL deliberately.

The 7-day grace window

For 7 days after cancellation takes effect, you can:

• Subscribe again: use the link in Billing or open the White Label Lite card on Plans. Review the current price and payment details in the checkout before confirming. Once the new subscription is active, open Branding and check the status of each host.
• Keep DNS ready: do not remove the CNAME records while you are deciding. They are managed at your DNS provider and may be needed when a branded host is provisioned again.
• Prepare a customer handoff: if you do not plan to return, give customers the replacement sign-in address before the grace date.
• Do nothing: at the end of the 7 days, automatic cleanup runs.

The grace window is the same for monthly and yearly billing. It starts when the displayed subscription period ends, not when you click Cancel.

After the grace window

If 7 days pass without a new subscription:

• The platform deprovisions the branded host and its serving configuration.
• The branded URL no longer serves the customer-facing platform. The exact browser message can differ because DNS resolvers and browsers cache results differently.
• Your underlying TrekMail account remains separate from the add-on. Use the normal account address shown in your dashboard to administer it.

Do not rely on the retained platform record as a backup for your assets or configuration. Before the grace window ends, download brand images, record your colour values, and keep the current hostname and DNS details with your account records.

Your brand setup, including logos, colors, name, and domain settings, may remain associated with the account to support reactivation. It remains subject to the account controls, retention rules, and deletion process described in the Privacy Policy and Deleting your TrekMail account. This is not a promise of permanent storage or a restoration path for a retired brand. Questions can be submitted through an account support ticket.

Keeping the existing subscription or subscribing again

Reactivating within the 7-day grace window is available from Billing. Open the canceled White Label Lite card and click Reactivate. The applicable price and charge are shown in the reactivation flow, and the brand returns to active after payment and provisioning complete.

Before the current period ends

When the White Label Lite card says that cancellation is pending, select Keep my White Label. The confirmation panel shows the recurring price and the next renewal date. Confirming removes the scheduled cancellation. It does not create a new charge today; normal billing resumes at the renewal date shown in that panel.

After the current period ends

During the 7-day grace window, Billing directs you to the White Label Lite card on Plans. Choose the billing period, review the checkout details, and complete the new subscription. Then:

1. Open Branding and confirm the correct domain and the hostnames you want to serve.
2. Compare every DNS record with the target displayed for that hostname in the dashboard. Use the displayed target rather than copying an old target from this article or another account.
3. Wait until the host status reports that it is ready before sending customers back to the branded URL.
4. If it remains pending, use the DNS troubleshooting guide and contact support with the hostname and the current status.

After the grace window, use the same Plans and Branding flow. A retired host may need to be provisioned again, so do not promise customers a specific restoration time. Keep the DNS records in place until Branding shows the required state.

What happens to the CNAME record?

The records at your DNS provider are not changed by canceling White Label Lite. However, a DNS record alone does not keep a branded host active. The platform also needs an active White Label subscription and a provisioned host.

If you intend to return, leave the records in place and compare them with the values currently shown in Branding when you subscribe again. If you intend to retire the branded address, remove the records only after customers have a replacement URL and the grace period has ended. This avoids pointing a familiar customer address at a retired service.

Charges and refunds

• Mid-cycle cancellation: no refund. You keep the brand live through cycle end.
• Yearly canceled mid-year: no automatic refund. The brand stays live until the year ends.
• Erroneous, duplicate, unauthorized, or legally refundable charge: open a support ticket for review. Submission does not guarantee a refund or credit.

Except where applicable law or the checkout terms require otherwise, paid monthly and annual periods are non-refundable and non-creditable. Billing questions must be submitted through an account support ticket.

What about the Drive Storage discount?

White Label Lite provides 10% off current Drive Storage prices while active. This release does not bulk-migrate or silently rewrite existing Drive subscription Price IDs when White Label is canceled or reactivated.

• Your existing Drive Add-on remains a separate subscription.
• A future Drive purchase or resize while White Label is active uses the current discounted ladder.
• A future Drive purchase or resize without White Label uses the current standard ladder.

Common scenarios

"I want to cancel for a few months and then come back." Cancel, let the current period and grace window end, and expect the branded URLs to stop serving. When you are ready, start again from the White Label Lite card on Plans, review the current checkout, and check every hostname in Branding. Keep your own copy of brand images, colours, hostnames, and DNS records rather than relying on a retained profile.

"My company is closing the TrekMail account." Follow the account-deletion process rather than assuming that canceling this add-on closes the account. Before scheduling deletion, download the assets and give customers a replacement sign-in address. See Deleting your TrekMail account.

"I want to keep the brand but move it to a new domain." Do not cancel. Add the other domain, open its Branding tab, set the brand identity, and enable the dashboard or webmail host you need. Create the CNAME records using the exact values shown there. Keep the old address available until the new host reports that it is ready, then update customer links.

"Can I export my brand assets before cancellation?" Yes. Download your logos (light and dark) and favicon from the Branding tab before canceling. The color hex codes are also visible there; copy them if you want to keep them outside TrekMail.

"My customers are using my branded URL. What should I tell them?" Before cancellation takes effect, send a replacement sign-in address and a date by which customers must use it. Test that address in a private browser window before you announce it. After the grace period, branded URLs stop serving; a later subscription should be treated as a new readiness check, not an instant restoration promise.

What's next

• Set up White Label Lite: fresh activation if you're past the grace window.
• White Label Lite pricing FAQ: re-pricing if you reactivate at a different period.
• What stays TrekMail-branded: what your customers may still see after cancellation.
• Deleting your TrekMail account: full account closure if that's what you actually need.