Restore an email account (retrieve deleted emails)

This guide details how to retrieve missing e-mails recently (mistaked by the user, e.g.).

Preamble

• Infomaniak saves the content of each email address once a day (early morning in principle).
• It is therefore possible to return the mailbox as it was by returning to the day of backup.
• ELEMENTS RECOVERED:‍
  • E-mails no longer existing when you request restoration will be handed over to their original location.
  • Some parameters linked to your e-mail address (part "answering machine" and part "redirection" in particular) will also be restored if they have changed in the meantime.
• ELEMENTS NOT RECOVERED:‍
  • E-mails Displaced and not deleted will not necessarily reappear at the expected place since they still exist somewhere in the tree of the mail account - it is necessary to search.
  • Backup restoration does not includecalendarand/orAddress book.
  • E-mails not yet present or more existing at the time of execution of the daily backup (also read the POP3 chapter below); example: an e-mail arrived at 8am, deleted at 9am while the backup took place at 5am.
• ELEMENTS NOT MODIFIED:‍
  • The e-mails arrived, received, created and stored in the different folders (messages sent e.g.) in the interval (between the date you want to return and the date you perform the restoration) are not affected, they remain present.

Shelf life of backups

Once a backup of the full status of your box has been completed, Infomaniak makes it available to you during a number of days according to your offer:

• my kSuite = 7‍ | my kSuite+ = 30‍
• kStandard Suite 1 user max. 30‍ | kStandard Suite 2 users min. 30‍ | kSuite Pro = 30‍ | kContinued enterprise = 30‍
• Mail Starter Service = 7‍ | Mail Service 5 addresses min. = 7‍

By upgrading a my kSuite offer, it is possible to recover a backup up to 30 days even if the 7 days are exceeded when changing offer.

Also take note of this other guide about the limits to keeping your messages.

Restore from the Mail Infomaniak Web app

Prerequisites

• Ensure that deletion has taken place less than 7 days ago (or within the time limit included with your offer - read above).
• Having permission to manage backups: if you had been invited on Web app Mail Infomaniak (online service) mail.infomaniak.com)in order to manage your address, it is possible that the Mail Service Manager will have youwithdrawn this right from its admin account.

To restore emails:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Check or select the relevant email address from the drop-down menu in the left side menu.
3. Click on Advanced actions.
4. Click on Restore:
5. Choose a date of Restoration.
6. Click on Restore e-mails.
7. Once the restoration is complete, an e-mail of information is sent.

Restore from Service Mail

Prerequisites

• To be Administrator or Legally responsible‍within the organisation that manages the Mail Service.
• Ensure that deletion has taken place less than 7 days ago (or within the time limit included with your offer - read above).

To restore emails from a Mail Service:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the button Address actions All the way up to the right.
5. Click on Restore e-mails:
   
6. Choose a date of Restoration.
7. Click on Restore e-mails.
8. Once the restoration is complete, an e-mail of information is sent to you.

E-mails stored in unconventional folders

If you store your messages in folders with unusual names (e.g. named folders) Recycle Bin or Spam) take note of the important information this other guide on this subject.

Software users/mail client configured in POP3

If you are used to raising your mailbox with an email software/client like Outlook and the latter is configured with the POP/ POP3 protocol, you will not be able to restore everything since the backup is done once a day, it only keeps the messages that were found at the time of backup in the Infomaniak inbox; idem for your other folders (Messages sent (e.g.) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not saved; it is therefore necessary in the future prefer IMAP protocol in your mail client/software.