This guide concerns the activation of cookies and JavaScript on the main web browsers.

Preamble

• Enable cookies allows websites to identify you and remember your preferences, such as your preferred language or the items you have added to your cart.
• Enable JavaScript allows websites to be more interactive and dynamic, and offers features such as playing videos or creating games.
• The exact location of the options to enable cookies and JavaScript may vary slightly from one browser to another.
• Some websites may not work properly if cookies or JavaScript are disabled.
• You can also choose to enable cookies and JavaScript only for certain websites.

Manage Cookies and JavaScript

Click to see the corresponding guides:

	Enable or disable cookies	Enable or disable JavaScript
Chrome
Firefox
Edge
Safari

This guide details the payment system for your Infomaniak services via a prepaid account.

Introduction

• The prepaid account consists of a reserve of money on your Infomaniak Manager that you can top up at your convenience.
• Once topped up, it allows you to settle your financial transactions.
• Check out the limits and payment methods for the prepaid account.

Top up your prepaid account

To top up your prepaid account:

1. Click here to access the management of your prepaid account on the Infomaniak Manager.
2. Click on the blue button Credit Account:
   
3. Enter the amount to credit.
4. Follow the displayed instructions to credit the account from your payment methods.

Prepayment to renew a product

To pay an invoice with your prepaid account:

1. Click here to access payment management on the Infomaniak Manager.
2. If necessary, click on the date filter (next 2 months) to Show All.
3. Select the product(s) to renew.
4. Click on the button to pay for the selection:
   
5. Proceed to the payment page where you can select the prepaid account as a full or partial payment method:
   
6. Complete the process.

Renew products automatically

Activate one-click automatic renewal for the products of your choice. This feature ensures that you do not lose a domain name or inadvertently block access to your services. Change your payment preferences at any time.

Retrieve the balance

You can transfer the money deposited in your prepaid account to a bank account or Paypal.

1. Click here to access the management of your prepaid account on the Infomaniak Manager.
2. Click on Recover balance next to the displayed amount:
   
3. Enter the requested information.

This guide offers 2 methods for changing the billing frequency of services subscribed with Infomaniak.

Change the billing frequency

First method

The first method involves changing the frequency during a payment:

1. Click here to access the payment management on the Infomaniak Manager (need help?).
2. Select the relevant product.
3. Click on the dropdown menu to the right of the relevant item to change the duration for which the payment applies.
4. Click on the blue button at the bottom to pay for the selection and change the billing frequency of the selected product.
   

Second method

The second method is as follows:

1. Click here to access the management of your products on the Manager Infomaniak (need help?).
2. Click on the type of product concerned (e.g. hosting, Cloud Server, etc.)
   
3. Click on the name of the product in question.
4. Click on the Manage button.
5. Click on Modify the offer:
   
6. Select your desired billing frequency (only possible starting from a certain amount).
7. Confirm the change.

This guide presents the Work Teams, a user management system for your Organization, available on the Manager Infomaniak.

Preamble

• To facilitate access and the addition of a collaborator within the Infomaniak ecosystem, the Work Teams feature allows you to create user groups and give them quick access to the services they need. Examples:
  • You are a web agency and you want to give your webmaster teams access to all of your web hostings: with the Work Teams feature, you just need to create a new group, choose all the hostings they will need access to and invite them to the work team.
  • You own a kDrive: authorize access to a folder to a Work Team and evolve the access according to the users added or removed from the team over time.
  • You use Streaming or Ticketing services and you want to give your teams access: create a new team that will have access to these two products or two distinct teams that will have access to the two products in a completely independent manner.
• It is quite possible:
  • to add the same user to multiple work teams,
  • to invite external users to one of your work teams,
  • to add one or several users at once to a work team,
  • to designate a team leader to easily identify a project manager or the point of contact.

Manage your work teams

Familiarize yourself with the guides on this topic:

• Create a work team
• Modify a work team
• Delete a work team

This guide explains how to create a new Infomaniak account…

• … with a brand new login ID
• … or by using an access you already have.

Preamble

• To order and manage Infomaniak products within one or more Organizations, it is necessary to have a user account.
• The same applies if a user wants to transfer Infomaniak products to you.

Create a new user account

If you are a new Infomaniak user:

• Click here to sign up.
• Fill in the requested information and complete the registration.

Create a new Organization

You can create several Organizations (i.e., a space to manage your products) using the same login credentials, to separate your professional and personal activities or when managing multiple clients:

1. Click here (or on the badge with your initials/avatar at the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. Click on Manage from the My Organizations box.
3. Click on the button Create a new organisation
   
4. Follow the procedure to create a new Organization.

This guide provides the procedure for obtaining one or more Infomaniak invoices before and after payment, posting, downloading and printing all or part of the billing document history for your accounting.

Prerequisites

• To beDirector or Legal Officerwithin the Organization...
  • ... or a simple user account but with permission to manage accounting:
    

Access the invoice history

To visit the billing documents page:

1. Click here to access the invoice history on the Manager Infomaniak.

The table automatically displays the most recent billing documents.

The top part allows you to filter documents according to the status Paid, Refunded, etc. and depending on the desired period (start and end calendar):

Export one of the billing documents

To view one of these documents in PDF format and then obtain it on your device:

1. On the same page, click on the relevant invoice in the table that appears.
2. Click the Download button below the displayed document:
   
    

Export a set of billing documents

To download a set of documents in a CSV file in format .csv or receive it by e-mail:

1. On the same page, click the blue button at the top right of the table and choose the desired export type:
   
2. Filter documents according to status Paid, Refunded, etc. and depending on the desired period (start and end calendar).
3. Click the blue button Confirm:
   

Print a Pro Forma invoice

Pro Forma invoices have no legal, legal, fiscal or accounting value:

1. Click here in order to access payment management on the Manager Infomaniak.
2. Select the products concerned.
3. Click Generate Pro Forma invoice at the bottom of the table
   ‍
4. Once displayed, it is then possible to download the Pro Forma invoice.

This guide explains what a support code and a VIP code are (not to be confused with the authorization code used for domain name transfers) on Infomaniak.

Support code and VIP code

The support code allows the Infomaniak Support department to identify you quickly and securely when you contact them and provide this sequence of numbers. It is displayed on the your user profile page.

The VIP code is reserved for customers who have subscribed to Premium Support and allows for identification when you call the technical reference. It is displayed on the management page for this service.

This management page also displays various information allowing you to contact Infomaniak as part of the Support package subscribed to.

The code is present on your technical document and also appears on the contact window when you want to contact Infomaniak via the assistance button .

In the same place, you can grant temporary access to your services (for access only possible for Infomaniak Support collaborators):

This guide is for you if you have received a payment reminder for an Infomaniak invoice even though everything seems to be in order.

Reminder email from Infomaniak?

Check that the reminder received is not a phishing attempt (fake email / message not from Infomaniak / scam).

Standing order

If you have set up a standing order, the reference number will not match the invoice number.

Since each invoice has an individual reference number, check the invoice for the month or payment period in question.

Difference in amount / currency

The amount of your payment does not match the invoice. Please always pay the exact amount of the invoice, and in the currency of the latter.

Money on the prepaid account

The payment you made has been received, but due to an issue that occurred while linking your payment to the outstanding invoice, this initial payment has been deposited into the prepaid account.

Check your prepaid account balance and pay the invoice using this method.

Payment reminder that crosses with the payment

A payment has indeed been made, but if it was by bank transfer, a reminder may have been sent before the invoice was settled. You can change how payments should be made:

• the number of reminders
• the number of invoices
• the payment methods

This guide explains what the "MySQL Prefix" option is for in a site's settings and what its implications are for the operation of your web applications (CMS) and PHP scripts.

Preamble

• When the "MySQL Prefix" option is enabled for a site, it is no longer necessary to add the prefix "wxyz_" in front of the name and users of your MySQL databases.
• A PHP script can thus connect to MySQL with the user "monuser" and a database "mabase" and access will automatically be granted with the user "wxyz_monuser" and the database "wxyz_mabase".
• ⚠ If you are migrating from an older Infomaniak offer:
  • After migrating a site from the old console, the "MySQL Prefix" option is enabled by default to automatically maintain the connection of your web applications (WordPress, Joomla, Drupal, etc.) and PHP scripts with your MySQL databases.
  • To ensure the proper functioning of your sites in case of migration of your hosting to another server, it is strongly recommended to disable this function and make the necessary adjustments.‍

Manage the MySQL Prefix option

Going further with environment variables

It is possible to configure environment variables directly from the Manager for your entire website:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned:
3. Click on Manage under Advanced Settings:
   
4. Click on the PHP / Apache tab.
5. Turn the toggle switch MySQL Prefix on or off.
6. Click the Save button:
   
7. Make the necessary adjustments in the configuration files of your Web applications and PHP scripts…

Implications and adjustments to make

After disabling the MySQL Prefix option for a site, some PHP scripts or CMS may no longer function. To restore the connection to your databases, you must update the following information in the configuration file(s) of the affected scripts:

• The name of the MySQL database: you will need to add the prefix of your server to it
  • before: mabase
  • after: wxyz_mabase
• The MySQL database user: you will need to add your server prefix to it
  • before: monuser
  • after: wxyz_monuser

This guide explains how to add a billing address so that the products of your Organization can be billed in the future under new coordinates, for example to assign invoices to different people.

Adding billing addresses

To create additional billing addresses:

1. Click here to access billing address management.
2. Click on the Add button.
3. Enter the desired details for the additional billing address
4. Click on Confirm 
   

When renewing a product, select the desired billing address.

Refer to this other guide if you are looking for information about the currently defined billing address.