White Label Lite FAQ and Common Questions

This article collects the questions that don't fit cleanly into the setup, cancellation, pricing, or DNS-troubleshooting articles. If you can't find your answer here, open a support ticket.

Billing & Pricing

Can I look at it before paying? Yes. Save brand details on a domain's Branding tab, or use the White Label card on the Plans page, then choose Preview live. The preview link is available for 72 hours and does not change your customer DNS. Treat it as a visual check, not as confirmation that a branded host is ready. Your saved brand details remain available when the link expires or you later activate the add-on.

Do I pay the full $39? That is the monthly list price. Active Starter, Pro, and Agency plans receive the stated 10% White Label discount; the current discounted prices for eligible accounts are $35.10 a month and $350.10 a year. The amount shown before checkout confirmation controls. See the pricing FAQ.

Can I get a custom price for my volume? Self-serve is $39/month or $389/year flat. If you're running at significant scale (dozens of TrekMail accounts, large multi-brand deployments, or enterprise email volumes), contact sales and we can talk about custom pricing.

Do I have to pay for both White Label Lite and a mail plan? White Label Lite is an add-on, not a replacement for the email service. The account's plan and any add-on are shown separately in Plans and Billing. Review that screen before purchase because eligibility, currency, tax, and any promotion are account-specific.

Is there a discount if I commit to a multi-year contract? Yearly is the longest period available through self-serve. For multi-year commitments, contact sales.

Why is yearly discounted differently from a mail plan? White Label Lite has its own yearly price. The current USD configuration uses a 17% yearly discount, rounded to the displayed amount. Check Plans or checkout for your currency and do not assume that another plan or add-on uses the same discount.

Activation & DNS

Where do I activate White Label? Choose whichever route fits where you are: register from the White Label page and follow the quick setup; open an existing domain's Branding tab; or go to the White Label card near the bottom of the Plans page. Before activation, Billing also gives you shortcuts to Branding and Plans. After activation, Billing shows the subscription, renewal, payment and cancellation controls.

Can I activate White Label Lite without branded URLs? Yes. You can activate the add-on, save a brand profile, and enable Dashboard or Webmail hosts later on a domain's Branding tab. A customer-ready branded address needs an enabled host, the CNAME value currently shown in Branding, successful verification, and Active status. Until then, use the normal platform address and do not publish a draft or pending hostname.

My DNS provider doesn't support CNAME at the apex. Branded access normally uses the Dashboard and Webmail hostnames shown in Branding, rather than the bare domain. Copy each host label and CNAME value from that table. If you use the default labels, they are dashboard and mail, but labels can be changed when they are valid and available.

Can I use a subdomain of a subdomain? Yes, if the domain you added to TrekMail is itself a subdomain and the hostname you configure is valid and available. Branding builds the published host from the label you choose and that domain. Copy the exact record from Branding, because a hostname can be rejected when it is too long, reserved, or already used.

Can I use Cloudflare's Authenticated Origin Pulls or similar features? Start with the branded CNAME set to DNS only (grey cloud). Do not proxy that record. If you need Cloudflare security or SSL features beyond normal DNS management, confirm compatibility with support before enabling them.

What's the maximum length of a branded URL? 253 characters total (DNS limit), 63 characters per label. Anything reasonable that fits "dashboard/mail + your domain" works.

Referrals and affiliates

Do referral links work from my branded domain? Referral links always use trekmail.net/r/your-code, not your branded domain. The referral system runs at the TrekMail platform layer: it tracks signups to TrekMail proper, not signups to a specific reseller. Your branded domain serves your customers; new TrekMail account signups happen at trekmail.net.

Can I earn referrals on my own customers? No. Referrals reward new TrekMail account signups. Your customers (the people you onboarded under your White Label) aren't TrekMail signups; they're mailbox users on your account. Referrals would apply if you refer someone who creates their own new TrekMail account.

Are my customers eligible for referral rewards? Only if they create their own separate TrekMail account through your referral link. Mailbox-level users on your account aren't.

Custom email addresses

Can my transactional emails come from noreply@yourbrand.com instead of the platform sender? Set Transactional sender in the Branding tab. The address must belong to a domain in your account that has the required DKIM setup. If the field is blank, the configured platform sender is used. Test a real message after saving and use the custom sender guide for the current prerequisites.

Can I customize the reply-to address? Set Support email on the domain's Branding tab. Branded mailbox emails that support tenant identity use that address as Reply-To. Test the exact message your customer receives, because account-owner, billing, and other platform emails are separate flows.

Can I send customers to my own help center from emails? Set Help center URL on the domain's Branding tab. The branded email layout uses this link in its footer when the message uses that layout. Use a stable HTTPS page that a customer can open without administrator access, and leave the field blank if you do not have one.

What's the difference between Support email and Help center URL? Two different routes for the same customer. Support email is for replies (your customer hits Reply on the email and the message comes to you). Help center URL is for self-service (your customer clicks "Need help?" and lands on your help docs). You can set both, either, or neither.

Can I customize the email body content? Not currently. The transactional email templates (password reset, mailbox invite, etc.) use a fixed structure with your branding swapped in. You can't change the wording or add custom blocks.

Multi-account / agency questions

Can I give my client their own login? Yes, through Client & Team Access. Invite them by email, choose a role, and apply only the domain access that role permits. White Label Lite includes unlimited team invitations with no per-person seats. The branded dashboard still needs an active host. See Give your clients and staff their own login.

Can somebody I invite see my billing or my other clients? Access follows the role and domain scope you assign. Review those settings before sending an invitation, especially for a client administrator. Do not describe this as an absolute barrier without checking the selected role and the current team-access role guide.

What if my client already has their own TrekMail account? That works. They keep their own account, gain access to yours, and move between the two from a switcher in the sidebar. See Working in more than one account.

Can I manage multiple branded TrekMail accounts from one place? Each TrekMail account has its own account context, billing, domains, and White Label setup. A person may switch between accounts only when they have been given membership access. Do not promise a cross-account reseller console that is not shown in the current product.

Can I serve multiple customers with different brands from one account? Branding can be configured per domain, including a custom profile for that domain. Plan the domain ownership, team permissions, support process, and billing before you publish a second brand. See Running multiple White Label brands for the setup model; separate-account billing or administration needs should be reviewed as a business decision, not inferred from branding alone.

Can I have a "parent" TrekMail account that manages multiple "child" accounts? Not under Lite. If you're at scale where you need cross-account administration, contact sales.

Security & compliance

Does White Label Lite affect data security or privacy? White Label Lite changes presentation and selected customer-facing email identity. It does not by itself create a separate security program, privacy policy, backup commitment, or compliance certification for your brand. Base customer-facing statements on your own policy and the current platform security documentation.

Where is my data hosted? Same as the rest of TrekMail. See Privacy and data retention for the data residency and processing details.

Can I have a separate Data Processing Agreement (DPA) under my brand? White Label Lite does not create legal documents or determine the legal relationship you offer your customers. Use your own approved agreement where appropriate, review the current TrekMail terms and privacy material, and obtain legal advice for a DPA or sub-processor statement.

My customer is asking about security or compliance documentation. Refer only to current TrekMail materials that expressly describe the applicable service and controls. Do not add compliance claims that do not appear in those current materials.

Account closure / off-boarding

If I close my TrekMail account, what happens to my customers? Account deletion is a serious off-boarding process, not a customer migration tool. It can affect the account plan, add-ons, branded access, and mailboxes. Before scheduling it, export what you need, move customers to a replacement service, give them new sign-in and mail-client details, and follow the account-deletion guide for the current timing and recovery boundaries.

Can I export my customer list before closing the account? Yes. Mailbox lists, domain lists and aggregate usage data can be exported. See Exporting domains and mailboxes data.

Can I transfer ownership of the TrekMail account? Not through self-serve. Contact support and we handle ownership transfers case-by-case.

Reseller / commercial questions

Can I resell TrekMail under my brand? Yes, that's what White Label Lite enables. You're free to bill your customers for the service at any markup you like.

Are there any restrictions on the kinds of customers I can serve? All customers must comply with the Acceptable Use Policy. You're responsible for ensuring your customers' use is compliant. We may terminate accounts for AUP violations.

Can I create a marketing landing page on my custom domain? No. Your branded domain serves the dashboard and webmail, not a marketing site. Set up your marketing pages on a separate subdomain (www.yourbrand.com, marketing.yourbrand.com) or your apex.

Can I add tracking pixels or analytics to my branded pages? Not currently. The dashboard doesn't support custom HTML or JavaScript injection. Your own marketing pages (separate from the dashboard) can have whatever tracking you want.

Other / edge cases

Does White Label Lite support IPv6? Publish the exact CNAME shown on the Branding tab and let the platform serve the branded host. Do not replace that target with a fixed IP address or an old hostname. If a customer has a network-specific problem, collect the hostname, time, and error message for support.

Does the branded domain pass an HSTS test? Do not rely on this FAQ for an HSTS or preload commitment. HSTS is a browser response policy, while the branded host is provisioned by the platform. If a procurement or security review needs a current response-header confirmation, test the active host and ask support for the applicable scope.

My customer reports a broken link on my branded dashboard. Where do I report it? Open a support ticket. Include the URL and what they expected to happen.

Can I A/B test brand colors with my customer base? Not within a single domain, because that domain has one brand identity applied to all its customers. (You can run different brands on different domains, but that's not an A/B test of the same customer base.)

The branded URL is showing the TrekMail login screen instead of my brand. In the Branding tab, compare the hostname and CNAME value with your DNS provider, make sure the record is DNS-only in Cloudflare, and check the host status. A host is customer-ready only when it is Active. If the host is Active but the page is still wrong, retry in a private browser window and send support the hostname, a screenshot, and the approximate time. Do not send passwords or preview links.

What's next

• What is White Label Lite?: overview.
• White Label DNS troubleshooting: for DNS-specific issues.
• What stays TrekMail-branded: what is not branded under Lite.
• Canceling White Label Lite: if you want to step away.