What Stays TrekMail-Branded Under White Label

White Label Lite applies your brand to the customer-facing dashboard and webmail surfaces you configure. It does not mean every account, billing, support, or technical detail becomes your brand.

Use this guide to set expectations before you promise a fully private-label service. It separates the customer experience you control from owner-only and technical platform details.

What customers normally see under your brand

When a configured host is Active, these are the main customer-facing surfaces that use the brand saved in Branding:

• Dashboard and sign-in: the selected brand name, logo, and colours at your active Dashboard URL.
• Webmail: the same branding at your active Webmail URL when you enable it.
• Supported transactional email: the sender, reply-to address, and help link that you configure in Branding.
• Browser icon and title: your chosen favicon and brand where that surface uses the saved brand.
• Certificate: the active branded host is provisioned for the hostname you configured.

Test each of these with a customer-shaped account before launch. A saved brand, a preview, or a pending DNS record is not the same as an active customer address.

What stays TrekMail-branded

These are account-owner or platform operations. They are not part of the customer-branded sign-in experience:

Billing and subscription communication. Invoices, payment-method notices, renewal reminders, and cancellation management belong to the account owner. Plan on keeping them in the normal account and Billing screens.

Account administration. The platform's normal account, plan, and support routes remain available to you as the owner. Do not give customers owner credentials or direct access to your Billing screens.

Help centre and documentation. The public TrekMail documentation remains a platform resource. If customers need your own help content, add a Help center URL in Branding and maintain your own customer-facing guides.

Support escalation. Your customers contact your support channel. If you need platform assistance, use the Support area from your account and keep that escalation behind your own customer process.

The sender address. If you want a customer-facing From address, set Sender address in Branding. It must use a domain in your account with DKIM verification complete. Use Sending branded emails from your own domain for the complete setup and test it before relying on it.

Mail-routing DNS. Your domain's mail records continue to describe the mail service that delivers and receives mail. Someone reviewing DNS can identify the service provider, even when customers use a branded dashboard or webmail address.

Mail-app server names. Customer mail apps use the platform server names unless you separately configure the mail-app host feature. See Your name in your customers' mail apps for its requirements and limits.

What might surface to a technical user

These do not normally appear in a customer workflow, but a technical reviewer may identify platform details through browser or mail diagnostics:

Browser storage and requests. Browser tools can show implementation names, cookie names, asset locations, or background requests. These details are not part of the visible page, but they are not a promise of complete platform anonymity.

Email delivery headers. A raw email can include mail-server and routing information. Most people never open these headers, but an IT reviewer can.

DNS records. Someone who inspects the DNS zone can see records used for email delivery, authentication, and branded access.

If a customer requires non-disclosure of the underlying provider, confirm that requirement with your own legal, procurement, and account contacts before you sell the service as fully private-label.

These details do not change the normal customer sign-in or mailbox workflow. They matter only when a technical or contractual review has a stricter standard.

What you can do to keep things polished

A few habits make the customer experience consistent:

• Send only active branded addresses. Copy the exact Dashboard URL or Webmail URL from Branding after you test it. Do not send a default host name that is not active for the domain.
• Set a Reply-to address. This gives customers a clear route to your team from supported transactional emails.
• Write customer-facing help. Use your own support site or onboarding guide for customer instructions; treat TrekMail documentation as platform reference material.
• Keep owner operations separate. Billing, plans, and platform support are for your team. Give customers only the access they need.

Launch check

Before you announce a branded service, confirm that the selected hosts are Active, test dashboard and webmail sign-in with the appropriate accounts, send a safe transactional-email test, and publish your own support contact.

Common questions

"Can I use a sender address on my own domain?" Yes, if the address belongs to a domain in this account with DKIM verification complete. Add it as Sender address in Branding, set a Reply-to address, and send a safe test before you rely on it. See Sending branded emails from your own domain.

"My customer asked who runs the email service. What should I say?" Use a statement that is accurate for your service and any agreement with that customer. If disclosure matters to a contract or procurement review, resolve it before launch rather than relying on branding alone.

"What about the favicon?" The favicon is a separate upload in Branding. Save it and check the active branded host in a fresh browser session, because browsers can keep an old icon in cache.

"What about error pages?" Do not make an absolute promise about every error page. Test the normal sign-in, support, and recovery paths you intend customers to use, and keep a customer support route available for unexpected errors.

"What if a customer's IT team inspects source code or network traffic?" They may identify the platform through technical details. White Label Lite improves the customer-facing experience; it is not a guarantee that every implementation detail is hidden.

What's next

• What is White Label Lite?: overview of what's included.
• Set up White Label Lite: activation and brand setup.
• Brand assets best practices: logo sizing and color tips.