Resolve a kAuth connection issue

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) in case of an issue with the kAuth app if this is the security method you chose when activating 2FA (two-factor authentication).

Before Changing iOS / Android Device

If you plan to change your iOS / Android device on which the kAuth app is installed, you must before that log in one last time with 2FA on the Manager then:

• temporarily remove the security (or change the verification method to receive a code by SMS, for example) - read this guide if necessary

and on the new device, install and then open the kAuth app to re-authenticate with 2FA via kAuth!

After Changing iOS / Android Device
 

If it's too late and you haven't followed the method above, still check in the kAuth app if your account is still present; you may simply not receive the notification for the authorization request YES / NO and in that case:

1. open the kAuth mobile app on your device
2. tap on the concerned account
3. note the temporary code displayed
4. enter this code on the login page of the Manager
5. once logged in, disable two-factor authentication
6. then reconfigure two-factor authentication by choosing kAuth and adding your account on the mobile device which will reactivate notifications

If it's too late, and no account is displayed in the kAuth app anymore, there's no use calling Infomaniak or adding your account in the app (without having followed the explanation at the top of this guide), the registration will loop as you'll be asked for a code...

In this case, you'll have no choice but to provide a certain number of security elements manually or via the Infomaniak Check (kCheck) app to regain access to your account:

1. go to the login page of the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
2. enter the usual and correct username and password
3. when asked for additional authentication, click on the alternative methods:
   
4. choose to enter one of your emergency codes if you had downloaded the sheet when activating 2FA:
   
5. otherwise select the last choice for requesting assistance to arrive at the form to submit your identity documents and recognition selfie:
   
6. follow the procedure to the end and wait: