Solve a kAuth connection issue

This guide explains how to regain access to Infomaniak services (manager.infomaniak.com and mail.infomaniak.com among others) in case of issues with the mobile app kAuth (application for iOS/Android smartphone or tablet) if you chose this security method when activating 2FA (two-factor authentication).

Before changing your mobile device

If you plan to change your iOS/Android device on which the kAuth app is installed, before doing so‍:

• Log in one last time with 2FA on the Infomaniak Manager.
• Temporarily remove security (or change the verification method to receive a code by SMS, for example).
• Then, on the new device, install and open the mobile app kAuth to re-authenticate with 2FA via kAuth!

After changing your mobile device

If it's too late and you didn't follow the method above, check in the mobile app kAuth to see if your account is still present; it may be that you are no longer receiving the notification requesting connection authorization YES / NO and in this case:

1. Open the mobile app kAuth (app for iOS/Android smartphone or tablet) on your device.
2. Tap on the relevant account.
3. Note down the temporary code that appears.
4. Enter this code on the login page for the Manager.
5. Once logged in, disable two-factor authentication.
6. Then reconfigure the double authentication by choosing kAuth and adding your account to the mobile device which will reactivate the notifications.

If it's too late, and no account is displayed in the mobile app kAuth, there's no point in calling Infomaniak or adding your account in the app (without having followed the first explanation at the top of this guide), the registration will loop since a code will be requested...

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

1. Click here to access the Infomaniak Manager login page.
2. Enter the username and the correct password.
3. When prompted for additional authentication, click on the alternative methods:
   
4. Choose to enter one of your backup codes if you had downloaded the sheet when activating 2FA:
   
5. Otherwise, select the last option to request help to access the form allowing you to submit your ID documents and recognition selfie:
   
6. Follow the procedure to the end and wait: