Knowledge base

This guide explains what a web host like Infomaniak is and what its role is. Will technical support e.g. be able to help design a website or troubleshoot a bug on a user's computer?

Infomaniak, host since 1996

According to Wikipedia, one web hosting is a company that provides Internet hosting of various and varied computer 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 world-renowned hosting & online solutions player, who loves what it does and wants to offer high-end solutions at affordable prices by continuously improving its services according to market trends and customer needs
• ... more than a million users in Switzerland and Europe; CHF 36.5 million in turnover in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• ... enterprise certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, as the creation of the most ecological Datacenter in Switzerland; it compensates for CO2 emissions from its activities and the energy used is of renewable origin
• ... 100% technological know-how "Swiss made" : all customer data are hosted on servers in Switzerland owned by Infomaniak; its solutions are systematically developed and maintained by hundreds of Geneva and Winterthur employees
• ... more than 1,000 articles and videos ; the knowledge base allows customers to immediately find an answer to the vast majority of questions and it is possible at any time to contact Infomaniak support

Infomaniak's responsibilities and limits of intervention

As a Web and Mail host, Infomaniak's main activities are: Install, secure and maintain servers to protect them from malicious attacks.

Infomaniak also ensures that continuously evolve its web interfaces (Manager) and its infrastructure based on customer returns, latest technologies and market needs. Finally, Infomaniak is also here to accompanying its customers in the various stages of Use of services.

On the other hand, Infomaniak does not interfere with server content or website development Indeed, the creation or maintenance of a site 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...

• ... solve problems related to the development of the site (Fatal Error, etc.) or its updates
• ... put solutions in place (e.g. "Hello I want you to help me set up all my Swiss Backup", “migrating from my site")
• ... manually install WordPress
• ... take control of your computer remotely with TeamViewer or similar
  etc.

But he'll be able to see you at...

• ... solving problems related to the infrastructure or the Manager
• ... clarify certain processes
  etc.

One Premium assistance exists to meet the more demanding and recurring demands requiring additional time and resources from employees to assist you in an optimal way.

Also discover the Migration Service of Infomaniak.

Find help with a webmaster

For external help regarding the content of your site or the organization of your emails, you can contact one of the Infomaniak partners.

Making an invitation to tender

The Infomaniak tender platform There are more than 1000 verified companies in Switzerland, France, Belgium, Italy and Spain. This is the fastest way to find a webmaster, UX designer, IT technician, web agency or a communications and marketing agency near you; or Browse the directory.

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

Preamble

• Since you opened your account with Infomaniak, you belong to at least one Organization.
  • If you were alone and it wasn't an invitation, an Organization was created in your name and you automatically become its legal representative.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, manage a product, etc.).
• Only an owner/legal representative can make modifications (any collaborator who also has access to your Organization won't be able to modify these details from their restricted account).
• The postal address mentioned determines the currency (CHF / EUR) used for future invoices but it's possible to add billing addresses.
• You can modify among other things:
  • the name‍
  • the postal address‍
  • the contact phone number‍
  • your organization type (individual, association, company...)‍
  • the ‍logo
• A summary email is then sent.
• Check out this other guide if you're looking for information about your user account.

Modify Organization Details

To modify this Organization's details at any time:

1. Click here to access your Organization management.
2. Click on the Modify button.
3. Modify the desired information then click on the Save button.

This guide explains how to view and change the access identifier to your user account on the Manager, the management interface and dashboard of your Infomaniak products. This same identifier also allows you to log in to Mail Infomaniak and various iOS / Android apps like kDrive, Infomaniak Mail, etc.

See the currently connected identifier

The email address that was used for the current connection is displayed on your user menu + on the profile page:

1. Click on the tablet with your initials / avatar at the top right of the Manager Infomaniak to rate the connection identifier in use:
   
2. Click on Manage my profile right below in order to access the management of your profile on the Manager Infomaniak.
3. Your current login ID is also displayed on the page reached:
   

Edit Identifier (Connect e-mail)

Prerequisites

• The access identifier is an email address that must exist and that you must be able to view.
• The new email address will have to be different from theRecovery email address.
• The new email address should not already be used as a login ID on another user account (if not to consider theinvite the Organization to give it all the rights and then to be able to withdraw the old account with the former identifier).

To change your user account ID:

1. Click here(or on the tablet with your initials / avatar at the top right of the Manager Infomaniak) in order to " Manage my profile":
   
   
    
2. From the box Connection settings, select Edit under your Sign-in email address:
   
3. Enter a new login email address.
4. Enter the login password of your Infomaniak account.
5. Click on Save:
   

This guide explains how the Infomaniak administration interface called Manager works https://manager.infomaniak.com.

Introduction

• The Manager is Infomaniak's interface that allows you to manage your various Infomaniak products, such as domain names, hosting, as well as administrative tasks, billing, etc.

Ordering a product = creating an account

If you do not yet have any products with Infomaniak, during the ordering process, you will be prompted to create an account (with a login ID) and an Organization will be automatically created at this time.

For an individual, the Organization name will generally consist of their first and last name, while for a company, it is typically the company name or legal entity name.

Once the Organization is created by this first user, it is possible…

1. … to add other users
2. … to create other Organizations

1. Other users can have…

• … full rights and thus be administrators of the Organization
• … limited rights (access to specific products)
• … with or without billing rights

2. Other Organizations can…

• … contain other products unrelated to other Organizations
• … have their own users who will not have access to other Organizations

The concept of Organization is particularly useful for people who need to manage multiple products for different clients. For example, one could imagine a webmaster managing products for three different companies, each having its own Organization containing its respective products. By adding the webmaster or partner as an administrator of their Organization, they can easily switch from one account (Organization) to another to manage the various products of the three companies without having to log in and out every time. They will use a single login ID.

Navigate and access products

There are several ways to access your products once logged into the Manager.

Here are the different navigation methods to access, for example, the list of your hosting (where your sites are located):

1. Either click on the icon ‍ in the top right of the interface and choose Hosting (under Products):
    
   
    
2. Or navigate using the left sidebar menu to Web and Domain and then Hosting:
     
   
    
3. Or click in the center of the homepage on Hosting (under Web and domain):
     
   

Another method exists in the most recent FAQs: simply click on the link provided in the guide to go directly to the relevant product type. You will then just need to click on the name assigned to your product (e.g., domain.xyz when you reach the domain name management page).

Show the online tutorial

Click the icon at the bottom right to view the visual guide again, presenting the main sections of the Manager:

Resolving an issue with the Manager

Unable to log in?

Refer to this other guide.

The product you're looking for isn't visible or is grayed out?

You are probably not in the correct Organization or user account. Check and change the Organization (if your user allows it) or relog into a completely different user account.

Clicking on the product name has no effect?

Do not click in the selection boxes; nothing will happen (except for selection for potential bulk operations). Instead, click directly on the name assigned to the product in question:

The operation you want to perform is not possible or is grayed out?

Your user may no longer have sufficient rights within the Organization. Try to find out more with this other guide (or this one if it concerns actions related to email).

Thank you for entrusting the management of your services to Infomaniak, hoping that you enjoyed using them.

Preamble

• For most products, confirm the cancellation request by email otherwise no data will be deleted.
• Open and out-of-plan charges remain due.
• A cancellation confirmation is sent to any other Organization administrators.
• Backups will be irreversibly deleted upon cancellation, making any restoration impossible.

Which product/service to cancel?

Close your Mail / Infomaniak user account.

Collaborative Tools

• Mail Service
• kDrive
• kSuite

Web & Domains

• Domain name
• Web Hosting
  • Starter offer
• Site Creator
• Cloud Server
• SSL Certificate
• Custom Brand (Custom URLs)

Cloud Computing

• VPS Cloud / Lite
• Synology NAS
• Swiss Backup
• Jelastic Cloud Server (PaaS)

Events & Marketing

• Newsletter Tool
• Guest Manager

Streaming

• Audio streaming
• Video streaming
• VOD/AOD
  

Don't hesitate to share your personal experience with Infomaniak. Feedback from satisfied and less satisfied customers is useful and helps improve service quality and offer solutions adapted to needs!

Infomaniak Network SA is a neutral, independent company that fully controls the design and management of its data centers located in Switzerland, at the heart of Europe, as well as the servers installed there.

Infomaniak is certified ISO 9001, ISO 14001, ISO 27001, and ISO 50001 (view certifications).

Measures are being taken to obtain other certifications, required among others for the future PCI-DSS certification, although there are no plans to become a certified Healthcare Data Host (HDS).

This guide explains how delete an Infomaniak Organization.

Preamble

• The organization must be empty of any product and any user other than yourself.
• This does not will not delete your user account.
• As a reminder, you can create multiple Organisations (i.e. a space to manage your products) and be a user of several of them e.g. to manage different products belonging to several entities. An administrator may delete one of them.

Delete the Organization

Prerequisites

• Resilience of all products present in the Organization.
  • Discontinuation of the services contained in the Organization may take place during the removal steps.
• Pay invoices Unsolved.
  • Invoices already closed can be obtained by e-mail during the deletion steps.
• Remove other users having access to the Organization.
• Remove the money from the Infomaniak prepaid account (be aware of this other guide to the chapter Recover balance).

To delete an Organization you still have access to:

1. Click here in order to access the management of your Organization on the Manager Infomaniak.
2. Check that this is the right Organization.
   • If not switch to another Organization first by going back to the menu and then clicking on the chevron ‍:
     
     
      
3. Click on Delete the Organization:
   
4. Confirm the deletion and/or read the explanations on the screen.

This guide explains how to remove one of the users from your Organization in the Infomaniak Manager.

Prerequisites

• Be an Administrator or Legal Representative‍ within the Organization.
• Know your login password; it will be requested during the process.

Remove a User from your Organization

To remove one of the Organization's users:

1. Click here to access the Organization's user management in the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the concerned user.
3. Click on Remove from Organization:
   
4. Click on the blue Continue button:
   
5. Enter your Manager login password.
6. Check the confirmation box.
7. Click on the red Remove this user button
   

If the user had access to kDrive or was invited to view a third-party email address, several intermediate steps will ask you what actions to take with their data and will inform you about what happens to calendars and address books:

This guide explains how to change the password of your user account on the Manager, the administration interface of your Infomaniak products.

Preamble

• This same password also allows you to log in to Mail Infomaniak and various iOS / Android apps like kDrive, Infomaniak Mail, etc. (learn more).
• If you can't log in to the Manager, you won't be able to change the password. Be aware of this other guide in that case.
• A change of password of connection can impact access to your e-mail because a password can be requested for its use.
• You can also change email address passwords only.

Change User Account Password

To change your password user account:

1. Click here(or on the tablet with your initials / avatar at the top right of the Manager Infomaniak) in order to " Manage my profile":
   
   
    
2. Click on Edit from the box Connection settings under login password:
   
3. Enter the password current of connection and the new desired password.
4. Click on Save.

This guide explains how to place an order for a Infomaniak product for which you receive a discount or free of charge ( promo or free code already confirmed by one of the Support agents).

Preamble

• You may be required in some cases (e.g. special offer for customers moving their data from a competing hosting company that stops its services) to benefit from a discount code (partial reduction or equivalent to the total purchase price) allowing you to order hosting, email addresses, etc.
• No promo code in your possession? Discover our free offers !

Use a deal / promo code

A promo code is used at the end of an order placed in the shop Infomaniak allowing the purchase of new products like Swiss Backup e.g.:

1. First choose the desired payment method.
2. Enter the promo code.
3. Click on the button Apply.
   • Start again for additional promo codes if you have more than one (and so if you have several matching items in the shopping cart):
     
     

Use free

To place an order for a product as part of a free service:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click on the type of product for which you received a free subscription (and then if necessary, click on Come back... in the left side menu).
3. Click on the button Order (usually a caddie icon) or go into the Shop Infomaniak.
4. When the order basket summary is displayed, activate the free menu with the drop-down menu displayed next to the product concerned.
5. Finish the order.

In case of a problem

• Check that you are connected to the right organization on the manager.
• Check that you ordered the right product, the one for which the free product was generated.