Resolve a login issue with Infomaniak Manager / Mail

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) if you have forgotten your password or login ID.

Logging into the Infomaniak Manager

To log into an organization managing one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:

1. a login email address, which is the email address used as the user account identifier
2. and the password chosen during registration, which may be:
   1. different if it has been changed since registration
   2. not necessarily the same as the password you know if you use the email, even if it is spelled the same (e.g., anna@domain.xyz and anna@domain.xyz) - read this guide to learn more
3. and an additional code if 2FA (two-factor authentication) is active - read this guide if you have trouble obtaining the code with kAuth

You have forgotten...

... the user account password

If you have forgotten this password, follow the password reset procedure:

1. click on the following link: https://login.infomaniak.com/recover/password
2. enter the login email address of your Infomaniak account
3. choose the desired recovery option or follow the identity verification procedure by clicking “You don’t have access to any options”

... the login email address for the user account

During registration, you had to provide a phone number; it is possible to retrieve the login email address from your phone number:

1. click on the following link: https://login.infomaniak.com/recover/email
2. enter your mobile number
3. enter (if necessary) your recovery email address

Two scenarios are then possible:

1. the system manages to identify your account: choose how to receive your login ID
2. if not: follow the on-screen assistant to verify your identity manually or via kCheck
   
   

What if the email address no longer exists...

If you have an Infomaniak account where the login ID is of the form toto123@yahoo.com, there's no problem if the email address toto123@yahoo.com is deleted or no longer valid; you just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and follow this guide to change your login email address.

However, if the email address used as an identifier is hosted by Infomaniak (e.g., anna789@assoziation.ch) and an administrator deletes the email address in question or cancels the Mail Service “assoziation.ch”, the situation is different: you will automatically receive an email at the secondary address and an SMS to the mobile number specified in your user account:

Logging in with your old "email/password" combination will no longer work. You need to follow the instructions in the SMS:

1. go to login.infomaniak.com from a web browser like Brave or Edge
2. enter the username specified in the SMS (usually the initials of your account and a sequence of numbers)
3. the usual password (it hasn't changed)
4. enter the new information requested
5. you will be logged back into your account

The following animation shows this "Infomaniak-Recovery" procedure:

1. the impossible login with old credentials
2. the mandatory login using the SMS information
3. and the update of information for reconnecting: