Authorize access to your products / Complete a request for assistance

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products, particularly their content:

• Only Infomaniak collaborators handling your support request will have access to it.
• You can revoke this access at any time or wait for 7 days for it to automatically close.

Authorize Support to Access Your Content

You can grant access to certain products for a maximum of 7 days from your user account:

1. Login to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the icon with your initials or avatar at the top right
3. Select Manage My Profile
    
   
    
4. Click on Manage in the Support box
   
5. Authorize access by clicking on the toggle button (allowing one does not allow the other - these are specific authorizations) to:
   1. Content of email addresses linked to the Infomaniak Mail interface
   2. Content of folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. Content of discussions among the existing kChat product(s) in the organizations to which the current user belongs
   

Screenshots

on Windows

Microsoft provides preinstalled software dedicated to screenshots. But to do it manually:

1. Show what you want/need to capture on the screen
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRNTSC, etc.) once
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page
4. "Save" your file
5. Repeat the operation from point 1 to point 5 as many times as the desired number of captures

on macOS

1. Press the "cmd" + "shift" (the up arrow) + "3" keys simultaneously
2. With each press of these keys, an image file is created on your computer's desktop

on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons simultaneously (the only two physical buttons)
2. Retrieve the screenshots in the "Photos" app on your device

on Android (e.g., Samsung, LG, or Huawei)

1. Press the Volume Down key (on the edge) and the Lock key simultaneously
2. The captured image is automatically saved in a Screenshots folder in the gallery

Popup Windows

To copy-paste a text message from an error popup in Windows, simply press the "CTRL" + "C" keys on your keyboard to copy the message to the clipboard. You can then paste it ("CTRL" + "V") into the body of the message you send us.

Browser Javascript Console

on Windows

Chrome, Firefox, and Safari: Enter the key combination ctrl + shift + i
Internet Explorer and Edge: Press the F12 key

on macOS

Chrome: Enter the key combination ⌘ + ⌥ + J
Safari: Enter the key combination ⌘ + ⌥ + C

1. Then, click on the icon with a barred circle or similar to reset the log
2. Show the page of your site experiencing the issue
3. The console tab displays JavaScript errors and unfound online resources