Resolve a login issue with Infomaniak Manager / Mail

This guide explains how to regain access to Infomaniak's tools (manager.infomaniak.com and mail.infomaniak.com) in case of a forgotten password or login ID.

Introduction

• To log in within an Organization managing one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:
  1. A login email address (username).
  2. The password chosen during registration.
  3. An additional code if 2FA (two-factor authentication) is enabled.
• If you can access the platform but are missing a password for one of your email addresses, please refer to this other guide.

Forgotten...

... the user account password

If you forgot this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter your Infomaniak account login email.
3. Select the preferred recovery option or follow the identity verification procedure by clicking “You have no access to any option.”

... the user account login email

During registration, you were required to provide a phone number; you can retrieve your login email using your phone number:

1. Click here to retrieve your login email.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two possible outcomes:

1. The system identifies your account: you can then choose how to receive your login ID.
2. If not: follow the on-screen assistant to proceed with identity verification manually or via kCheck:
   

What if the email address no longer exists...

If you have an Infomaniak account where the login ID is in the form of toto123@yahoo.com, there's no issue if the email address toto123@yahoo.com is deleted or no longer valid. Simply log in one last time to the Infomaniak Manager using this ID toto123@yahoo.com and refer to this other guide to update your login email.

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

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

1. Click here to access the login page.
2. Enter the username specified in the SMS (typically your account initials followed by a sequence of numbers).
3. Enter your usual password (it remains unchanged).
4. Enter the new required information.
5. You will be reconnected to your account.

The following animation illustrates this process called "Infomaniak-Recovery" (or “login address in progress of change” for kSuite users):

1. Login is impossible with the old credentials…
2. Login is mandatory using the SMS information…
3. And updating the information to reconnect: