This guide explains how to recover lost emails, especially after accidental deletion.

Introduction

• Infomaniak backs up each email address once a day (usually early in the morning).
• You can then restore your mailbox to its exact state at the time of the backup.
• RECOVERED ITEMS:
  • Emails that no longer exist at the time of the restoration request (but were present at the time of the backup) will be restored to their original location.
  • Some settings (auto-reply and forwarding in particular) will be restored if they have changed in the meantime.
• ITEMS NOT RECOVERED:
  • Emails that have been moved (subfolders, trash): they still exist in your account and must be searched for.
  • The restoration does not include the calendar or the address book.
  • Messages that were not present at the time of the daily backup (see POP3 chapter); example:
    • Restoration requested at 10 a.m. (backup at 5 a.m.) for an email that arrived at 8 a.m. and was deleted at 9:30 a.m.: it will not be recovered because it was not yet present during the 5 a.m. backup.
• UNALTERED ELEMENTS:
  • Emails received, created, or stored between the backup date and the restoration execution remain in your inbox.

Backup Retention Period

Infomaniak provides backup of your mailbox for a certain number of days, depending on your plan.

⚠ Retention period in days:

Please refer to this other guide on the message retention limits.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your plan - see above).
• Have permission to manage backups: if you were invited tothe Infomaniak Mail web app (online service ksuite.infomaniak.com/mail) to manage your address, the Mail Service administrator may have removed this permission from their admin account.

To restore emails:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right corner.
3. Check or select the relevant email address from the dropdown menu in the left-hand sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restore date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an email notification is sent.

Restore from the Mail Service

Prerequisites

• Be an Administrator or Legal Representative‍ within the Organization that manages the Mail Service.
• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your plan - see above).

To restore emails from a Mail Service:

1. Click here to access the management interface for your product in the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product in question.
3. Click on the email address in the table that appears.
4. Click on the Address actions button at the very top right.
5. Click on Restore emails:
   
6. Choose a Restore date.
7. Click on Restore emails.
8. Once the restoration is complete, you will receive a notification email.

E-mails placed in the trash

Unless otherwise configured, a deleted email is moved to the trash, and it is only after a period of several days or weeks that the trash is automatically emptied (it can also be emptied with a click by the user). Therefore, during a restoration operation:

• Emails currently in the trash will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were located when they were deleted (whether in the inbox folders or in the trash).

Emails placed in unconventional folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam), please read the important information in this other guide.

Email client configured with POP3

If you usually access your email using an email client such as Outlook, and this client is configured with the POP / POP3 protocol, you will not be able to restore everything, as the backup is performed once a day and only saves the messages that were in your Infomaniak inbox at the time of the backup; the same applies to your other folders (Sent Messages, for example) present in the POP3 application: these are not synchronized with Infomaniak and are therefore not backed up; in the future, you should therefore prefer the IMAP protocol in your email client.