Knowledge base

This guide explains how to add, modify, and remove users from an Organization within the Infomaniak Manager.

Prelude

• since you opened your account with Infomaniak, you are part of at least one Organization
  • if you were alone and it was not an invitation, an Organization was created in your name, and you automatically become the legal representative
  • otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.)
• only an owner/legal representative can make modifications (any collaborator who also has access to your Organization will not have the ability to modify these details from their restricted account)

Manage Organization Users

Add a New User

As a user of the Organization with sufficient rights, you can add a new user.

This can be a person completely external to Infomaniak or someone who already has their own Infomaniak user account, which they can choose to reuse by extending it to your Organization.

You can also set their permissions (access rights to products, for example) when adding them: read this guide

Remove a User

As a user of the Organization with sufficient rights, you can remove one or more users: read this guide

If you want to leave an Organization you belong to, do it yourself: read this guide

Modify a User's Permissions/Rights

As a user of the Organization with sufficient rights, you can modify your own permissions or those of others: read this guide

Replace a Legal Representative

Procedure for replacing a legal representative within an Infomaniak Organization: read this guide

Manage Team Users

You can organize the users of the Organization into work teams: read this guide

This guide explains how to enable or disable the automatic renewal of your products. This feature automates the renewal of your products that are approaching their normal expiration via the payment method of your choice.

During new orders or the renewal of a product, this feature is automatically activated if you use a supported payment method (CB, Visa, and MasterCard). It is possible to disable this feature at any time.

Enable Automatic Renewal

To enable the automatic renewal of the product of your choice:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser such as Brave or Firefox
2. Click on Accounting in the left sidebar
3. Click on To be paid
4. Click on the date filter (next 2 months) to Show All
   
5. Click on the action menu ⋮ to the right of the relevant item in the displayed table
6. Choose to enable automatic renewal
   
7. A window may then open to choose the desired payment method
8. The first payment attempt takes place 14 days before the product's expiration date

Disable Automatic Renewal

One product at a time

To disable automatic renewal for a product:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser such as Brave or Firefox
2. Click on Accounting in the left sidebar
3. Click on Auto Renewal
4. Click on the action menu ⋮ to the right of the relevant item in the displayed table
5. Choose to disable automatic renewal
   

All products at once

To disable automatic renewal for all products:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser such as Brave or Firefox
2. Click on Accounting in the left sidebar
3. Click on Auto Renewal
4. Select the relevant products by possibly clicking on the column header to select all
5. Click on the Manage Renewals button
6. Click on Disable Automatic Renewal
   

This guide explains how to manually pay your Infomaniak invoices and what payment methods are accepted. Would you like to automatically renew certain products?

How to pay or renew a product?

To renew a product before or at its expiration:

1. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. click on Accounting in the left sidebar
3. click on To Pay
4. click on the date filter (next 2 months) to Show All
   
5. select the invoices to pay
6. click on the Pay my selection button
   
    
7. choose a payment method and complete the procedure (choose IBAN to obtain a Pro Forma invoice before payment)

How to pay a pending order?

To settle your order:

1. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. click on Accounting in the left sidebar
3. click on Orders
4. click on the order to be paid
5. click on Pay the order
6. choose a payment method and complete the procedure

Accepted payment methods

To pay for a new order, a renewal, or a change of offer, you can use:

• credit cards Visa, MasterCard, CB Carte Bleue
• PostFinance card (if the currency is in CHF)
• wire transfer IBAN (any bank fees are your responsibility)
• PayPal
• Twint: like credit cards, when making a payment on the Manager or the Shop, the Twint profile will be stored in your account as a payment method that can then be used for automatic renewals or payments without needing to rescan a QR code
• the prepaid account (it is possible to use the available balance and pay the remainder of an invoice with another payment method)

To credit a prepaid account, you can use:

• credit cards Visa, MasterCard, CB Carte Bleue
• PostFinance card (if the currency is in CHF)
• wire transfer IBAN (any bank fees are your responsibility)

The limits for a deposit into a prepaid account range from 0.1 EUR to 9999 EUR or from 0.1 CHF to 9999 CHF.

Generate or print a PDF invoice

Read this guide about invoices.

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

This guide explains how the Infomaniak Partner Program works and its main benefits.

Introduction

• Join the Infomaniak reseller network and grow your business with a cloud provider recognized across Europe for its reliable services and commitment to privacy and ecology.
• Any company registered with the Swiss Commercial Register (or equivalent for European or foreign companies) and meeting the following conditions can become an Infomaniak Partner and reseller:
  • the total value of products managed under the program must be equal to or greater than CHF 2000 / year or € 1800 / year
  • the Partner must be a company registered with the Swiss Commercial Register / SIRET or equivalent, with an active website
  • the Partner provides support for their clients or managed products
  • the Partner is responsible for their clients' invoices or managed products
  • the Partner agrees to use only Infomaniak products for contracts acquired through their bidding system
  • the Partner understands and adheres to the specific conditions for resellers
• Click here to join existing partners and benefit from advantageous discounts or recurring cashbacks by managing and supporting your clients.
• If you are an individual and wish to recommend Infomaniak products and earn commissions on your conversions, the Affiliate Program is an alternative worth considering
• It is not possible to be both a Partner and an Affiliate simultaneously

Specific Guides for You & Your Clients

• What is a Client?
• What is a Partner?
• Add a Client and manage their products
• Authorize a Partner to manage your products
• Manage access permissions between Partner and Client
• Manage Infomaniak billing between Partner and Client
• Export Client billing data
• Terminate a relationship between Partner and Client

Benefits of Being an Infomaniak Partner

As an Infomaniak reseller, you contribute to Infomaniak's success, which will do everything possible to ensure your clients' satisfaction. You have privileged access to technical teams and a real influence on the evolution of your services.

Substantial Savings

• Competitive rates for common domain name extensions
• Recurring cashback or discounts up to -35% on products; these are combined with the discounted rates for web hosting
• Free access to all WordPress themes and plugins from Elegant Themes
• Ability to resell products to your clients who grant you full access to their account

Dedicated Console for Managing Your Clients and Revenue

• Dedicated interface for managing your clients (reseller space)
• Full or restricted access to your clients' accounts: your clients can choose to allow you to manage specific products or their entire account, including their billing
• Management of your collaborators' rights: you can define which users can manage your clients' products for increased security

Directory and Bidding Platform

• Infomaniak visitors and clients can freely launch bids that partners receive exclusively
• You can also appear for free in the partner directory to enhance your visibility, reputation, and authenticate your status

Why Choose Infomaniak?

• 25+ years of experience
• Independent Swiss company based in Geneva and Winterthur
• Technological expertise (data hosted and processed in Switzerland)
• Sustainable growth across Europe
• ISO 27001, ISO 9001, ISO 14001, ISO 50001 certified, etc. - see all certifications

Learn More About Infomaniak

• Infomaniak, the Ethical Cloud
• Infomaniak's Eco-Friendly Approach

This guide details the different identifiers you will use with Infomaniak and what happens if one of the passwords is changed.

Preface

1. As is the case with many other online services, you registered with Infomaniak using a personal email address
2. This serves as your login identifier when you want to access Infomaniak services
3. This identifier has its own password (which you chose when creating your Infomaniak user account - your personal email address, see above)

There is no relation between this identifier/password pair described in points 1/2/3 above and the email addresses you have created or obtained subsequently with Infomaniak.

The only possible relation might be if the spelling is the same (e.g., you registered with the email address toto@abc.xyz and you also manage the email address toto@abc.xyz with Infomaniak) but even then, the password will likely be different, once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

When to specify…

… the login identifier?

• Whether on mail.infomaniak.com or the Infomaniak Mail app, it is essential to log in with:
  • your Infomaniak user account identifier
  • and its password
• ⚠️ This will NOT work by directly specifying an email address and its password (if no user account exists with the same spelling and password)

… the email address?

• In an email software/client (such as Microsoft Outlook, Apple Mail, etc.) you need to enter:
  • the email address you wish to check
  • and its password
• ⚠️ This will NOT work by entering the password you use to log in to the Infomaniak interface because this password is likely different!

Resolving a Login Issue

There is no need to contact Infomaniak Support (which does not have any of your passwords) if:

1. You cannot log in to interfaces such as mail.infomaniak.com or manager.infomaniak.com due to an incorrect password…
   1. The only solution is to reset the login password
2. You cannot connect your email address to your email software/client (such as Microsoft Outlook, Apple Mail, etc.) due to an incorrect password…
   1. Test the “email address / password” pair to see if an error is mentioned
   2. Reset the email address password if necessary

In Summary

In summary, you have:

• 1 identifier (in the form of an email address) and 1 password to access:
  • Mail https://mail.infomaniak.com/
  • Manager https://manager.infomaniak.com/
• 1 password for each email address hosted with Infomaniak

These two pieces of information may be the same or different depending on your choice. And if you change one, it will not necessarily change the other unless it has been unified (this will be specified - see below).

When are passwords unified?

Suppose within the Mail Service you have in your Infomaniak account, you create an email address named julie@entreprise-familiale.xyz (password 123-Abc).

If then an Infomaniak account

• is created with this same title (julie@entreprise-familiale.xyz - password doesn’t matter)
• is the only account to check the email address julie@entreprise-familiale.xyz via mail.infomaniak.com
• has sufficient permissions to change the email address password

then the password unification will be offered when you proceed to change the email address password from the relevant Infomaniak account.

And the other identifiers?

Acquiring other Infomaniak products involves getting other identifiers such as those for FTP, MySQL, SSH, WebDav, etc., but they are completely independent of the 2 types of identifiers described above.

kAuth is a free mobile application that enhances and simplifies the security of Infomaniak accounts protected by two-factor authentication (2FA).

As a reminder, two-step verification protects your account and personal data when logging in to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) by requiring your password and a second security method. The kAuth app is one of these methods. Learn more about 2FA

Prerequisites

• Have an Infomaniak account (know your username and password)
• Have an iOS / Android mobile device

Install the kAuth app

Download the application from your mobile device by clicking the link corresponding to your operating system:

• iOS version for iPhone, iPad, etc.
• Android version

Install and open the application.

Link kAuth to Infomaniak account

You have two options to link your Infomaniak accounts to kAuth:

1. Connect from this mobile device (recommended)
   1. Open kAuth on your mobile device
   2. Click on Connect from this mobile device
   3. Enter the Infomaniak account credentials to link and authenticate your connection if necessary (need help?)
   4. Click the Allow button
2. Connect from a computer (if you choose this method, you will need a computer connected to the Internet)
   1. Open kAuth on your mobile device
   2. Click on Connect from a computer
   3. On your computer, open the page manager.infomaniak.com/2fa
      1. If two-factor authentication is not yet enabled: click on Enable and choose kAuth Application
      2. If two-factor authentication is already enabled: click on Add an option then choose kAuth Application
   4. On your mobile device, click Continue
   5. If necessary, allow kAuth to access your camera (only required for scanning the QR code for identification)
   6. On your computer, click Next to display the QR code to scan
   7. Scan the QR code displayed on the computer

Save backup codes

If you have just activated two-factor authentication, the application will automatically display your 10 personal backup codes.

How the app works

When you attempt to log in to your account and after successfully entering your usual password, you receive a push notification on your mobile device asking you to authorize the connection ("YES / NO"), via a notification:

or directly in the application:

If the connection is authorized, the initial page is automatically redirected to the Infomaniak account. You do not need to manually enter a one-time code like with a traditional OTP application or a code sent by SMS.

What if there's no Internet connection?

Push notifications do not work without an Internet connection, but kAuth also works without an Internet connection and still allows you to display a one-time use code just like a traditional OTP application:

1. Open kAuth on your mobile device
2. Click on the relevant Infomaniak account
3. Copy the one-time use code (each code is valid for 30 seconds) on the login page
   

This way, you can still access your account while on the go or on vacation.

Add additional accounts

kAuth allows you to manage multiple Infomaniak accounts:

1. Open kAuth on your mobile device
2. Click on the blue + button
   
3. Repeat the steps described above to link the account

Delete an account from kAuth

To delete your Infomaniak identity in kAuth, you need to disable the kAuth security method from the 2FA section of the Manager.

This guide explains how to pay for all products at once, even in advance and even for multiple years (if available for the type of product to be paid for).

Grouping Products on a Single Invoice

In order to group and pay for all future product renewals at once:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox.
2. Click on Accounting in the left sidebar menu.
3. Click on Due.
4. Click on the date filter (next 2 months) to Show All.
   
5. Check the boxes for all products to renew.
6. Click on Next and complete the process.

Renewing Products for Multiple Months/Years

Some products (such as domain names with the .ch extension, for example) can also be paid/renewed for multiple months or years, in advance:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox.
2. Click on Accounting in the left sidebar menu.
3. Click on Due.
4. Click on the date filter (next 2 months) to Show All.
   
5. Check the boxes for all products to renew.
6. In the Amount column on the right, choose the desired period (when available - depending on the type of product):
    
   
    
7. Click on Next and complete the process.

Generate or Print a PDF Invoice

Read this guide about invoices.

This guide concerns the mobile app kCheck (application for iOS / Android smartphones or tablets), created to simplify identity verification procedures and enhance the security of your Infomaniak account.

Introduction

• For security reasons, to ensure the identity of the person making a specific request to Infomaniak, an identity verification procedure may be triggered in the following cases (non-exhaustive list):
  • forgotten user password
  • forgotten login email address
  • disabling two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first revenue payout for the Ticketing product
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This app allows you to securely transfer the required items.
• Infomaniak respects your privacy: the information transmitted via the kCheck app will be kept until your request is fully processed; in all cases, the data will be automatically deleted after 72 hours if the request is not processed.

Start the Identity Verification

Prerequisites

• A QR code or link provided by Infomaniak.
• The kCheck mobile app installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then verify your identity with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Tap Scan a QR code.
4. Point your camera at the provided QR code.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Allow geolocation (mandatory to continue the procedure).
8. Select the type of identification document in your possession (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie with your ID in hand, held in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are processed with priority, with an average response time of 2 hours during business hours.

If Your Order is Blocked...

For security reasons, some orders may be automatically blocked.

When placing your order, an email is sent to the login email address of your Infomaniak Manager account. This email contains the procedure to unblock your order. If you cannot find it, you can resend it from your Manager by clicking Resend the procedure in the red banner notifying you of the block.

Prerequisites

• Open the email containing the unblocking procedure.
• The kCheck mobile app installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then start the unblocking procedure with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Tap Scan a QR code.
4. Scan the QR code in the email.
5. Follow the unblocking procedure to completion.

Special Cases

• If there is no response from you within 10 days, the order will be automatically canceled, and the payment will be fully refunded to the original payment method.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.

This guide presents the possibilities offered by the Infomaniak API. 

The Infomaniak API

The Infomaniak API allows you to leverage the full potential of the Infomaniak ecosystem in your applications and using the language of your choice. The Infomaniak API is a REST API. The protocol used is HTTP, requests and responses are encoded in JSON format. Authentication is done via OAuth 2 protocol.

Accessing and using the Infomaniak API is completely free.

With the API, you will be able to automate a wide range of actions and tasks on Infomaniak products and services without having to use the product interfaces. Some examples of use are: 

• store data
• send direct mail campaigns
• stream video or radio
• order or manage products
• and much more!

For example, for a Mail Service: manage mailboxes, manage aliases, manage automatic replies, manage folders, etc.

Using the Infomaniak API Protocol

Create your first requests with the Infomaniak API

Read the documentation in English only on the possibilities offered by the API.

Request Format

The Infomaniak API is a REST API. The protocol used is HTTP, requests and responses are encoded in JSON. Authentication is done via OAuth 2 protocol.

To launch a request, it is necessary to use the following syntax: /{version}/{command_path}. It is possible not to indicate the version, but in this case the latest version will be applied.

To see all available requests with the Infomaniak API, consult this page.

API Response Codes

When using the Infomaniak API, you may encounter various response codes. These codes precisely indicate the status of your request.

You can find the complete list from this page.

Limits & Restrictions

There is a limit of 60 requests per minute with the Infomaniak API. This limit cannot be increased.

The use of the API is restricted to the products listed in the official documentation. Regular additions of products and services are made to it.

If the product or service you are interested in is in the documentation, you will be able to use the following requests: GET; POST; PATCH; PUT; DELETE.

Learn More

• Generate and manage API tokens
• Infomaniak API: Usage Protocol
• Infomaniak API: Documentation
• Newsletter API

• Make your first request using Curl
• Make your first request using PostMan

Complete list of tutorials (click here)