Knowledge base

This guide helps you subscribe to Infomaniak's Premium Support.

Discover Premium Support

To manage your Premium Support subscription:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on Support in the left sidebar menu.
3. Follow the instructions
   

This guide explains why you may receive an automatic security email regarding your Infomaniak user account.

Automatic Prevention Messages

An automatic security email is sent when a new login to your account occurs from a new location.

This can happen if you use your browser's private browsing mode or access your account from a new computer, for example.

An automatic security email is sent when someone enters the wrong password after entering the login email address for the Manager:

 

Recent Activities on Your Manager

You can find and configure recent activities on the platform in the user account settings.

 

If you notice actions on your Infomaniak account that you don't believe you've done, and/or if there is a suspicion of intrusion:
 

• Read this guide (click here)
   
• Enable two-factor authentication on your account to enhance its security and ensure that only you receive the unique code for login.
• Change the Manager password.
• Change the passwords of email addresses linked to Mail Infomaniak.

This guide explains how to change certain language settings in the Manager, the management interface and dashboard for your Infomaniak products, and Infomaniak Mail (+ Calendar, Contacts, etc.).

Change the language of your account

To do this:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the circle with your initials or your avatar at the top right
3. Select Manage my profile
    
   
    
4. Click on the icon (in the Language section)
5. Change the language and then click Save

Change the regional settings of your account

To do this:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the circle with your initials or your avatar at the top right
3. Select Manage my profile
    
   
    
4. Click on the icon (in the Country or Timezone section)
5. Make changes and then click Save

This guide explains how to modify the mobile phone number used in case of forgetting the access password to your Manager.

Change the Mobile Phone Number

To change the phone number associated with your user account:

1. Log in to Infomaniak Manager (manager.infomaniak.com) or Mail Infomaniak (mail.infomaniak.com) using a web browser such as Brave or Firefox.
2. Click on the circle with your initials or your avatar at the top right.
3. Click on Manage my profile
   
   
   
   
4. Click on Manage security in the Security and Recovery Settings section.
   
5. Click Edit in the Recovery Phone section.
   
6. Enter the new mobile phone number, your Manager login password if required, and then click Save.

This guide explains how to enable two-factor authentication, also known as two-step verification or multi-factor authentication (2FA, in English two-factor authentication), to secure access to your Infomaniak Manager.

Introduction

• This two-step validation protects your account and personal data with the password of your choice and a second identity verification method, such as a code obtained on your mobile device.
• If a malicious individual manages to decipher or steal your password, they would still need a validation code that only the legitimate user can obtain on their mobile device.

Enable two-step validation

To enhance the security of your Infomaniak account:

1. Click here to access two-factor authentication management in the Infomaniak Manager.
2. View and select the authentication method from the following options:
   1. The kAuth app for iOS / Android devices, to simply approve or deny login attempts via a push notification (YES / NO).
   2. Any OTP application to generate a one-time login code.
   3. YubiKey (from Yubico).
   4. SMS reception (only for CH / FR / BE / DE countries) to receive a one-time login code.

Follow the on-screen instructions to complete the process.

Carefully note down your recovery codes.

Beware of existing synchronizations

Once strong authentication is enabled, to access certain tools (e.g., synchronization), it is necessary to create application passwords.

It is not necessary to contact Infomaniak, as they do not have access to your codes or passwords. For any assistance with 2FA, refer to this other guide.

Authenticate for each browser session

To ensure cookies are not retained when closing browser windows, thereby requiring authentication each time you access the Infomaniak Manager after restarting the browser...

… on Chrome

Specify in Google Chrome settings (chrome://settings/content/siteData, to be pasted into the address bar, or consult the official documentation) the address [*.]infomaniak.com:

This guide explains how to suspend the administrative management of a product so that no user can use it within the Infomaniak Manager.

Prerequisites

• be an administrator or legal representative (users with limited rights such as collaborators and clients will not be able to do this)

Block a Product

To block or unblock specific products for the entire organization:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox
2. Go to the product you want to block
3. Click on Manage on the product's dashboard
4. Click on Block Product Management
   

By blocking the management of a product:

• only administrators and the legal representative can unblock it
• users with limited rights such as collaborators and clients who have access to this product can no longer manage it

An email is sent to the users of the organization.

Suspend Emails

A Mail Service cannot be blocked as indicated above, but it can be put in maintenance mode.

To suspend email addresses:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox
2. Click on the icon in the top right corner of the interface (or navigate through the left side menu, for example)
3. Select Mail Service (under Collaborative Tools)
4. Click on the name of the relevant object in the displayed table
5. Click on Manage
6. Click on Enable Maintenance
7. Confirm by clicking the red button to suspend the use of the addresses (receiving is not interrupted but access for viewing is not possible)
   

This guide explains how to renew or restore a domain name registered with Infomaniak.

Renewal of a domain name

You will be automatically notified by email when a domain name is nearing its expiration date.

To renew a domain name that is about to expire, please read this guide (click here).

Restoring a domain name

If a domain name has not been renewed before its expiration date, it enters a redemption period during which it is still possible to recover/restore it.

The restoration fees and the duration of the redemption period are variable depending on the extension in question.

To restore a domain during its redemption period:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the ‍ icon in the top right corner of the interface (or navigate through the left side menu, for example)
3. Select Domains (under Web & Domain universe)
4. Click on the name of the relevant object in the displayed table
5. Click on the Restore button
6. Complete the procedure

What to do if the domain does not seem to be visible in your account?

• Verify that you are logged in with the correct user account
• Check in the DOMAIN section of the Manager and not in a section for billed products or renewals
• Repurchase the domain if it has not been reserved since

Ensuring Renewal

If your domain is important for your activities, Renewal Warranty offers you the assurance of never losing it, without any interruption. With this guarantee, Infomaniak will do everything in its power to ensure that you keep it even if you don't provide updates on time for its renewal.

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) if you have forgotten your password or login ID.

Logging into the Infomaniak Manager

To log into an organization managing one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:

1. a login email address, which is the email address used as the user account identifier
2. and the password chosen during registration, which may be:
   1. different if it has been changed since registration
   2. not necessarily the same as the password you know if you use the email, even if it is spelled the same (e.g., anna@domain.xyz and anna@domain.xyz) - read this guide to learn more
3. and an additional code if 2FA (two-factor authentication) is active - read this guide if you have trouble obtaining the code with kAuth

You have forgotten...

... the user account password

If you have forgotten this password, follow the password reset procedure:

1. click on the following link: https://login.infomaniak.com/recover/password
2. enter the login email address of your Infomaniak account
3. choose the desired recovery option or follow the identity verification procedure by clicking “You don’t have access to any options”

... the login email address for the user account

During registration, you had to provide a phone number; it is possible to retrieve the login email address from your phone number:

1. click on the following link: https://login.infomaniak.com/recover/email
2. enter your mobile number
3. enter (if necessary) your recovery email address

Two scenarios are then possible:

1. the system manages to identify your account: choose how to receive your login ID
2. if not: follow the on-screen assistant to verify your identity manually or via kCheck
   
   

What if the email address no longer exists...

If you have an Infomaniak account where the login ID is of the form toto123@yahoo.com, there's no problem if the email address toto123@yahoo.com is deleted or no longer valid; you just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and follow this guide to change your login email address.

However, if the email address used as an identifier is hosted by Infomaniak (e.g., anna789@assoziation.ch) and an administrator deletes the email address in question or cancels the Mail Service “assoziation.ch”, the situation is different: you will automatically receive an email at the secondary address and an SMS to the mobile number specified in your user account:

Logging in with your old "email/password" combination will no longer work. You need to follow the instructions in the SMS:

1. go to login.infomaniak.com from a web browser like Brave or Edge
2. enter the username specified in the SMS (usually the initials of your account and a sequence of numbers)
3. the usual password (it hasn't changed)
4. enter the new information requested
5. you will be logged back into your account

The following animation shows this "Infomaniak-Recovery" procedure:

1. the impossible login with old credentials
2. the mandatory login using the SMS information
3. and the update of information for reconnecting:

This guide explains what a web host like Infomaniak is and what its role is. For example, can the technical support help with designing a website or troubleshoot a bug that appeared on a user's computer?

Infomaniak, hosting provider since 1996

According to Wikipedia, a web host is a company that provides internet hosting services for various computing systems to individuals or entities who do not wish to do so by their own means.

Infomaniak is also:

• decades of experience: it is a recognized player worldwide in hosting & online solutions, who loves what it does and aims to offer high-end solutions at accessible prices while continuously improving its services based on market trends and customer needs
• over one million users in Switzerland and Europe; CHF 36.5 million in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, such as creating the most ecological data center in Switzerland; it offsets the CO2 emissions generated by its activities and the energy used is renewable
• 100% Swiss-made technological expertise: all customer data is hosted on servers in Switzerland owned by Infomaniak; its solutions are systematically developed and maintained by hundreds of employees based in Geneva and Winterthur
• with over 1,000 articles and videos, the knowledge base allows customers to immediately find answers to the vast majority of questions, and it is always possible to contact Infomaniak support

Infomaniak's Responsibilities and Intervention Limits

As a web and mail host, Infomaniak's main activities are to install, secure, and keep servers up to date, particularly to protect them from malicious attacks.

Infomaniak also ensures to continuously evolve its web interfaces (Manager) and its infrastructure based on customer feedback, the latest technologies, and market needs. Finally, Infomaniak is also there to support its customers through the various stages of using its services.

However, Infomaniak does not intervene in server content or website development. Indeed, creating or maintaining a website is a different profession; Infomaniak employs webmasters and developers for its own site, its own applications & tools.

Technical Support Limits

In particular, the technical support department will not be able to help you with:

• solving issues related to website development (Fatal Error, etc.) or its updates
• setting up solutions (e.g., "hello, I want you to help me set up my entire Swiss Backup", “migrate my site”)
• manually installing WordPress
• remotely controlling your computer with TeamViewer or similar
  etc.

but it can assist you with:

• resolving issues related to infrastructure or the Manager
• clarifying certain processes
  etc.

A Premium support option exists for more demanding and recurring requests requiring additional time and resources from staff to assist you optimally.

Finding Help from a Webmaster

For external help related to your site's content or organizing your messaging systems, you can contact one of Infomaniak's partners.

Request a Quote

The Infomaniak quote platform lists over 1,000 verified companies in Switzerland, France, Belgium, Italy, and Spain. It is the fastest way to find a webmaster, UX designer, IT technician, web agency, or marketing and communication agency near you; or browse the directory.
 

This guide explains how to modify the postal and personal details related to the Organization you belong to.

To modify your user account instead, please read this guide.

Preface

• 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 potential collaborator with access to your Organization will not have the ability to modify these details from their restricted account).
• A summary email is then sent.
• The postal address mentioned determines the currency (CHF / EUR, etc.) used for upcoming invoices.
• You can modify, among other things:
  • the name
  • the postal address
  • the contact phone number
  • the type of your organization (individual, association, company...)
  • the logo

Modify Organization Details

To modify the details of this organization at any time:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) or to Infomaniak Mail (mail.infomaniak.com) using a web browser like Brave or Firefox.
2. Click on the dot with your initials or avatar at the top right.
3. Click on Manage my organization.
4. Click on Customer Account.
5. Click the Edit button in the contact details box.