Solve a kAuth connection problem

This guide explains how to recover access to Infomaniak services (manager.infomaniak.com and mail.infomaniak.com in particular) in case of problem with the mobile app kAuth (app for iOS/Android smartphone or tablet) if this is the security method you chose when you 2FA activation (double authentication).

Before changing mobile device

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

• Log in last time with 2FA on the Manager Infomaniak.
• Remove temporary security (or edit the verification method to obtain a code by SMS e.g.).
• Then on the new device, Install and open the kAuth mobile app to re-authentify with 2FA via kAuth !

After a change of mobile device

If it's too late and you haven't followed the above method, still check in the kAuth mobile app if your account is still present; it may be that you were no longer just receiving the login authorization request notification YES / NO and in this case:

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

If it's too late, and no more accounts appear in the kAuth mobile app, no need to call Infomaniak or add your account to the app (without following the first explanation at the top of this guide), the registration will run in loop since a code will be required...

And in that case, no choice, you will need to provide a number of security elements manually or via the app Infomaniak Check (kCheck) to get access to your account again:

1. Click here to access the Infomaniak Manager login page.
2. Enter it user name and usual and correct password.
3. When requesting additional authentication, click on the alternative methods:
   
4. Choose to enter one of your emergency codes if you had downloaded the file when the 2FA was activated:
   
5. Otherwise select the last choice request for assistance in order to arrive on the form allowing you to submit your identity and self-recognition documents:
   
6. Follow the procedure to the end and wait: