Restore an email account (recover deleted emails)

This guide details how to recover emails that may have recently disappeared (e.g., accidentally deleted by the user).

Introduction

• Infomaniak retains 7 distinct backups (= 7 “snapshots”) of each email address's content
• The backup is performed once a day
• It is therefore possible to restore the mailbox to how it was in the last 6 or 7 days
• RECOVERED ITEMS:
  • Emails that no longer exist when you request restoration will be restored to their original location
  • Some settings related to your email address (especially the "auto-responder" and "forwarding" parts) will also be restored if they have changed in the meantime
• ITEMS NOT RECOVERED:
  • Emails moved and not deleted will not necessarily reappear in the expected location since they still exist somewhere in the email account structure - you need to search for them
  • Backup restoration does not include the calendar or the address book
  • Emails not yet present or no longer existing at the time of the daily backup (also see the POP3 section below)
• ITEMS NOT CHANGED:
  • Emails received, created, and stored in different folders (e.g., sent messages) during the period (between the date you want to revert to and the date of restoration) are not affected, they remain present

Restore from Mail Infomaniak

Prerequisites

• Ensure that the deletion occurred less than 7 days ago
• Have valid access to Mail Infomaniak where the email address is associated
• Have permission to manage backups: if you were invited to manage Mail, it is possible that the Mail Service manager has revoked this right from their admin account

To restore emails from the Mail Infomaniak interface:

1. Log in to Mail Infomaniak (mail.infomaniak.com) via a web browser like Brave or Edge
2. Display the email address to be restored from the left sidebar menu
3. Click on Advanced Actions
4. Click on Restore
   
5. Select a Restoration date (only within the last 7 days)
6. Click on Restore Emails
7. Once the restoration is complete, an informational email is sent

Restore from the Mail Service

Prerequisites

• Have admin or legal representative rights on the account where the email address is located
• Ensure that the deletion occurred less than 7 days ago

To restore emails from a Mail Service:

1. Log in to Manager Infomaniak (manager.infomaniak.com) via a web browser like Brave or Edge
2. Click on the ‍ icon at the top right of the interface (or navigate via the left sidebar menu, for example)
3. Select Mail Service (under the Collaborative Tools universe)
4. Click on the relevant object name in the table that appears
5. Click on the relevant email address in the table that appears
6. Click on the Actions on Address button at the top right
7. Click on Restore Emails
   
8. Select a Restoration date (only within the last 7 days)
9. Click on Restore Emails
10. Once the restoration is complete, an informational email is sent

Emails Stored in Unconventional Folders

If you store your messages in folders with unusual names (e.g., folders named Trash or Spam), read the important information presented in this guide.

Users of POP3-configured Email Software/Clients

If you usually check your mailbox with an email client like Outlook and it is configured with the POP / POP3 protocol, you will not be able to restore everything since the backup is performed once a day, retaining only messages that were in the Infomaniak inbox at the time of backup; the same applies to your other folders (e.g., Sent Messages) in the POP3 application: these are not synchronized with Infomaniak and therefore not backed up; thus, you should prefer the IMAP protocol in your email client in the future.