Knowledge base

This guide explains how to add a Client as part of the Infomaniak Partner Program.

Prerequisites

• Only the legal representatives of the Partner organization are allowed to add Clients.

Add a "Managed" Client

To add a Client as part of your Partner activity:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on Reseller Space in the left sidebar menu.
3. Click on Managed Clients in the left sidebar menu.
4. Click the blue "Add a client" button at the top right
   
5. Follow the procedure to complete.

The client will receive an email requesting various accesses and will have the option to decide whether to grant different access rights than those requested by the Partner.

Once the invitation is accepted by a Client, check the access rights granted as well as the payment methods used (if applicable) on your Client's profile.

Access the Client's account and products

... as the legal representative or Partner administrator

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on Reseller Space in the left sidebar menu.
3. Click on Managed Clients in the left sidebar menu.
4. Click the icon to the right of the relevant Client in the displayed table to access their Manager.
5. Click the action menu ⋮ to the right of the relevant Client in the displayed table to access more options (such as exporting data to a CSV file (format .csv), for example)
   

… as a collaborator of the Partner organization

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on the chevron ‍ at the top left of your left sidebar menu.
3. Click on the Clients  tab.
4. Click on the relevant Client in the displayed menu to access their Manager
   

This guide helps you understand the concepts of discount and recurring cashback in the context of the Infomaniak Partner Program.

Prerequisites

• Understanding the differences between the 2 types of authorizations linking a Client to the Partner, which can be defined from the Manager
• Understanding the differences between the 2 types of payment methods linking a Client to the Partner, which can be defined from the Manager

Cashback
 

This is an amount equal to the difference between the public price and the preferential price that the Partner benefits from as an Infomaniak reseller.

This amount is credited as cashback to the Partner's prepaid account in the following cases:

Partnership with full access (Client's payment methods)

• when the Client places an order or renews a product
• when the Partner places an order or renews a product on behalf of their client using their client's payment methods

Partnership with full access (Partner's payment methods)

• when the Client places an order or renews a product

Partnership with limited access

• when the Client places an order or renews a product managed by the Partner

Discount

A Partner benefits from discounts on orders and renewals due to their Infomaniak reseller status. The discount applies in the following case:

Partnership with full access (Partner's payment methods)

• when the Partner places an order or renews a product on behalf of their client using their payment methods

Accumulation

The discount accumulates with the decreasing rate of Web/Mail hosting.

With 35 Web hostings, for example, you only pay CHF 208.32 / month ex. VAT per hosting instead of CHF 347.20, which represents a total reduction of - 40%.

Detail of the calculation in CHF (ex. VAT):

• normal price for 35 Web hostings: CHF 347.20
• with Partner discount of 20%: CHF 277.76
• final partner rate with decreasing rate of 25%: CHF 208.32

Detail of the calculation in euro (ex. VAT):

• normal price for 35 Web hostings: € 201.25
• with Partner discount of 20%: € 161
• final partner rate with decreasing rate of 25%: € 120.75

The decreasing rate (- 25%) is therefore applied to the residual amount after applying the partner discount (- 20%).

This guide explains how to modify the first name and last name that Infomaniak displays when you are logged into your user account within an organization in the Manager, as well as your account's avatar.

Prerequisites

Go to the user profile section:

1. Log in to Manager Infomaniak (manager.infomaniak.com) or Mail Infomaniak (mail.infomaniak.com) using a web browser like Brave or Firefox
2. Click on the circle with your initials or your avatar at the top right
3. Select Manage my profile
   
   

Edit User Account Information

To edit your personal details:

1. Click on the pencil icon ✎ on the right of the current first name and last name to modify personal information
2. Click on Save
3. By clicking to the left of the current first name and last name, you can add a profile picture to your user account, which will be displayed in place of your initials; we recommend uploading an image with a minimum size of 210 pixels on each side

Learn More

• Change the email used as the login identifier for the platform
• Change phone contact information

If an order for an Infomaniak service is interrupted and cancelled before its term, while a bank transfer is in progress, the money will be deposited into your prepaid account.

You can then choose to:

1. place an order again and pay using the balance on the prepaid account
2. request the transfer of the amount from the Manager to a bank account or PayPal (read the chapter on retrieving the balance)

This guide explains how to remove an Infomaniak account set up in the Infomaniak kAuth app.

Delete an account on kAuth (iOS / Android)

To remove one of the accounts, you must use a web browser, preferably on a computer:

1. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge in the account concerned by two-factor authentication
2. go to the connection security management page: manager.infomaniak.com/2fa
3. click on the trash can icon in the box corresponding to the Infomaniak kAuth application
   
4. enter the Infomaniak account login password
5. a notification is sent to the mobile device
   

Attention: if no other method is configured to secure your access to the account (e.g., SMS), the two-factor authentication system is thus disabled; it is strongly recommended to re-protect your account with two-factor authentication!

This guide explains how to quickly secure your Infomaniak user account in case you suspect hacking, identity theft, password theft, etc.

Prerequisites

Go to the dedicated user profile section:

1. Log in 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 circular icon with your initials or your avatar in the upper right corner
3. Select Manage my profile
    
   

Change All Passwords

To follow the assistant for a quick change of the user password and the deactivation of application passwords and tokens (API):

1. Click on "Compromised password?" in the Security section
   
2. Enter the current password as well as the new password
3. Confirm the new password
4. Click the blue button to change the password
   
5. Click the blue button to proceed to the next step
   
6. Click the successive buttons to delete application passwords and tokens (API)
7. Click the blue button to proceed to the next step
   
8. Click the blue button to access the verification of your security settings
   
9. Verify your security settings
   

This guide explains how to be notified by email of the expiration of a product, at different intervals that you can configure so as not to unnecessarily be inundated with messages.

Enable or Disable Renewal Emails

To check the billing message settings on your Manager:

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

On this page, enable or disable the option "I wish to receive reminder emails before the renewal deadline". If the option is enabled, then choose the frequency at which email reminders are sent (up to 2 months in advance).

The second block allows you to configure notifications related to the automatic renewal option of your products:

• Email reminder before the automatic renewal deadline of a product (D-14 before expiration)
• Email confirmation of renewal and automatic debit
• Notification when your invoices are issued

This guide explains how to use tags, useful for adding short and colorful information to quickly organize and locate your products in the Infomaniak Manager.

Tags are visible to all users who have access to the products on which the tags are placed.

Add or Edit a Product Tag

To do this:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Search for or display the relevant product.
3. Click on the + in the Tag column.
4. Click in the field to display existing tags or enter the desired tag.
5. Choose a tag color.
6. Click the button to create the tag
   

Manage Manager Tags

To find all existing tags in the organization, rename them, or delete them:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on Settings in the left sidebar menu.
3. Click on My Organization in the left sidebar menu.
4. Click on the ⋮ action menu to the right of the relevant item in the displayed table to edit or delete a tag.
5. A blue button allows you to add more (obviously they will not be assigned to any product until the steps in the above paragraph are followed)
   

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) in case of an issue with the kAuth app if this is the security method you chose when activating 2FA (two-factor authentication).

Before Changing iOS / Android Device

If you plan to change your iOS / Android device on which the kAuth app is installed, you must before that log in one last time with 2FA on the Manager then:

• temporarily remove the security (or change the verification method to receive a code by SMS, for example) - read this guide if necessary

and on the new device, install and then open the kAuth app to re-authenticate with 2FA via kAuth!

After Changing iOS / Android Device

If it's too late and you haven't followed the method above, still check in the kAuth app if your account is still present; you may simply not receive the notification for the authorization request YES / NO and in that case:

1. open the kAuth mobile app on your device
2. tap on the concerned account
3. note the temporary code displayed 
4. enter this code on the login page of the Manager
5. once logged in, disable two-factor authentication
6. then reconfigure two-factor authentication by choosing kAuth and adding your account on the mobile device which will reactivate notifications

If it's too late, and no account is displayed in the kAuth app anymore, there's no use calling Infomaniak or adding your account in the app (without having followed the explanation at the top of this guide), the registration will loop as you'll be asked for a code...

In this case, you'll have no choice but to provide a certain number of security elements manually or via the Infomaniak Check (kCheck) app to regain access to your account:

1. go to the login page of the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
2. enter the usual and correct username and password
3. when asked for additional authentication, click on the alternative methods:
   
4. choose to enter one of your emergency codes if you had downloaded the sheet when activating 2FA:
   
5. otherwise select the last choice for requesting assistance to arrive at the form to submit your identity documents and recognition selfie:
   
6. follow the procedure to the end and wait:
   

This guide explains the specificities related to Infomaniak service payments and the associated rights.

Introduction

When purchasing domain names or other web services, it is crucial to understand the rights and responsibilities arising from payments made. Confusion may arise between the person paying for a service and the person holding the rights to the service.

Paying for a service does not confer ownership

It is important to understand that paying invoices for a service or product does not automatically grant ownership rights over it.

For example, financing a phone subscription for another person does not grant you ownership of that subscription; paying for the purchase of a car does not automatically give you the right to drive it.

Similarly, paying for a domain name does not necessarily mean that you become the owner, especially if the contact details associated with the domain are not in your name, which can happen particularly if there has been a product transfer between organizations.

A domain name can be managed on the Manager (Infomaniak's administration interface) by a user within Organization XYZ and belong to a completely different user not even listed in Organization XYZ, while being paid for by a third-party entity, a Partner registered by Infomaniak.

Infomaniak, like other web service providers, clearly states in its General Terms of Use that payment for a service by a third party does not imply the transfer of ownership. In the event of a dispute, the client (or the person whose name is associated with the service) remains solely responsible for resolving the issue.

Verify all current contact details

To avoid any confusion, ensure that the contact details associated with any web service or domain name you pay for are in your name if you wish to hold the rights.

Verify the contact details:

• of your Infomaniak profile
• of the Organization you belong to
• of the billing information
• associated with a domain name if applicable

In case of a dispute, first contact the service provider to clarify the rights and responsibilities. If necessary, consult a legal advisor for appropriate advice. Understanding the distinctions between paying for a web service and owning it is essential to avoid conflicts and misunderstandings.