Understand the different Infomaniak identifiers

This guide details the various identifiers that you will use with Infomaniak, and what happens if one of the passwords is changed.

Preamble

As is the case with many other online services, you identified yourself with Infomaniak upon registration using a personal email address.
This personal email address serves as your login identifier when you want to connect to Infomaniak services.
This login identifier has its own password (which you chose when creating your Infomaniak user account - your personal email address, see above).

There is no connection between…

… this identifier/password pair described in points 1/2/3 above…
… and the email addresses that you have created or obtained subsequently with Infomaniak.

There could be only one connection if the spelling is the same (for example, you signed up with the email address toto@abc.xyz and you manage the email address toto@abc.xyz with Infomaniak) but even in this case, the password will very likely be different, once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

When should you specify…

… the login ID?

Whether it's on mail.infomaniak.com or the Infomaniak Mail app, it is essential to log in with…
- … the identifier for your Infomaniak user account…
- … and its password.
⚠️ This will NOT work by entering an email address and its password directly (if no user account exists with the same spelling and password).

That is why it is recommended to register with Infomaniak using your personal address such as the one provided by your Internet Service Provider (Orange, Sunrise, Free, etc.) or that of a provider like Yahoo etc.

… the email address?

In an email software/client (like Microsoft Outlook, Apple Mail, etc.) you must enter…
- … the email address you wish to access…
- … and its password.
⚠️ This will NOT work by entering the password you use to log in to the Infomaniak interface, as this password is very likely different!

So if you can log in to a page like mail.infomaniak.com with toto@abc.xyz (and the password you just changed, for example), this does not mean that checking the address toto@abc.xyz on your usual email software/client will work just because you enter toto@abc.xyz and the password you just changed, which works for accessing web tools...

Troubleshoot a connection issue

There is no need to contact Infomaniak Support (which does not have any of your passwords) if…

… you fail to log in to interfaces such as mail.infomaniak.com or manager.infomaniak.com due to an incorrect password…
1. The only solution is the reset of the login password.
… you are unable to connect your email address to your email software/client (such as Microsoft Outlook, Apple Mail, etc.) due to an incorrect password:
1. Test the email address / password combination to check if an error is mentioned.
2. Reset the email password if necessary.

To remember

In summary, you have:

1 identifier (in the form of an email address) and 1 password to access…
- … to Mail https://mail.infomaniak.com
- … to Manager https://manager.infomaniak.com
1 password for each email address hosted at Infomaniak

These two pieces of information may be identical or not, depending on your choice. And if you change one, it will not necessarily change the other unless they have been unified (this will be specified - read below).

In which case are the passwords unified?

Suppose that within the Mail Service that you own in your Infomaniak account, you create an email address named julie@entreprise-familiale.xyz (password 123-Abc).

If then an Infomaniak account…

… is created with the same name (julie@entreprise-familiale.xyz - password does not matter)…
… is the only account to access the email address julie@entreprise-familiale.xyz via mail.infomaniak.com…
… has sufficient permissions to change the email password…

… then the password unification will be offered when you go through the process of changing the email password from the Infomaniak account in question.

And the other credentials?

Acquiring other Infomaniak products involves obtaining other credentials such as those for FTP, MySQL, SSH, WebDAV connections, etc. but they are entirely independent of the 2 types of credentials described above.

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