Knowledge base

Thank you for entrusting the hosting of your emails to Infomaniak.

This guide allows you to quickly use the essential functions of your new product. In case of issues, please consult the knowledge base before contacting Infomaniak support.

Where to start?

• Get started with the interface
• Create email addresses
• Use the Infomaniak Mail interface
  
• Configure your emails, contacts & calendars

Additional Help

• Add a domain name to the Mail Service
• Copy email content from Gmail, OVH, etc. to Infomaniak
• Sending limits
• Infomaniak anti-spam solutions guide

This guide explains what the protocols and ports that can be used with Infomaniak's email services (Mail Service in particular).

Prerequisites

It is imperative to use only the server name mail.infomaniak.com when prompted during the configuration of any email software or application, for the incoming and outgoing mail settings.

If you specify another server name, mail errors may occur.

Recommended Ports

It is recommended to use only the following protocols and port numbers when prompted during the configuration of any email software or application:

• port 993 (secure port for receiving messages via IMAPs - incoming mail)
• port 465 (secure port for sending messages via SMTPs - outgoing mail)

It is imperative to enable SSL/TLS authentication when prompted during the configuration of any email software or application, for the incoming and outgoing mail settings.

Without authentication enabled, mail errors may occur.

Other Supported Protocols

• port 143 (standard port for receiving messages via IMAP)
• port 110 (standard port for receiving messages via POP3)
• port 995 (secure port for receiving messages via POP3s)
• port 587 (non-recommended alternative port for sending messages via SMTP)
• TLS authentication on SMTP ports 587 and 25 (not recommended)
• STARTTLS authentication for IMAP, POP3, and SMTP
• SMTP authentication (either LOGIN or PLAIN)

The Infomaniak API does not provide any email connection as IMAP and SMTP are the "APIs"; for this purpose, use a Python library like https://docs.python.org/3/library/email.examples.html and https://docs.python.org/3/library/imaplib.html or any library using IMAP and SMTP.

To display emails from PHP:
imap_open("{mail.infomaniak.com:993/imap/ssl}", $email, $password);

This guide explains how to access your emails hosted by Infomaniak from your devices. Please refer to this other guide if you are looking for information on synchronizing your contacts & calendars.

Directly access your mailbox

Use the webmail directly in a web browser with the Web app Infomaniak Mail (online service mail.infomaniak.com).

Download the mobile app Infomaniak Mail (iOS / Android smartphone or tablet app).

Synchronize emails across all your devices

Click here to open the Infomaniak assistant to configure synchronization for your devices (macOS, Windows, Linux, Android, iOS) and email clients/software (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.).

Specific guides

System / OS	Application to synchronize
	Outlook New / Microsoft 365 MSO / 2019 (Windows)
	Outlook Microsoft 365 MSO (macOS)
	Apple Mail (configuration profile macOS)
	Apple Mail (configuration profile iOS: iPhone, iPad, etc.)
	Mail (Android: Huawei, Samsung, Sony, etc.)
+	Outlook (iOS + Android)
++	Gmail (iOS + Android + web browser)
++	Mozilla Thunderbird

Generic settings to fill in

• incoming IMAP server mail.infomaniak.com
• IMAP port 993 (with SSL)
• outgoing SMTP server mail.infomaniak.com
• SMTP port 465 (with SSL)
• username full & complete email address
• password the one assigned to the email address in question
• mandatory authentication for sending emails; activate in your application's SMTP settings: check "use the same settings as the incoming server" or depending on the email clients/software, re-enter a username (= full & complete email address) and its password

POP3 protocol not recommended (POP server = mail.infomaniak.com and port = 995 with SSL)

If you encounter issues

• The various points to check absolutely.

Change an email password

You can change an email password:

• from the Manager under Mail Service
• directly from the Infomaniak Web Mail app (online service mail.infomaniak.com)

Apply the new email password

You must then update your applications & devices on which the email address (whose password has been changed) was installed and connected. Read the guides:

• Apple Mail (macOS / iOS)
• Android Mail / Gmail (different versions)
• Microsoft Outlook (different versions)
• Windows Mail / Courrier
• Mozilla Thunderbird

Not managing your emails with Infomaniak yet?

This guide explains how to transfer an Infomaniak product from one organization to another.

This allows you to move any product subscribed to Infomaniak to a different Infomaniak Manager interface than the current one where the product resides. Therefore, it is an internal transfer.

Moreover, if your user has access to multiple organizations, it is very easy to send the product of your choice to one of these organizations.

Prerequisites

• You must have a user account with the role Administrator or Legal Representative within the organization

Generate a transfer link

To transfer a product:

1. Login to Manager Infomaniak (manager.infomaniak.com) from a web browser like Brave or Firefox on the organization that contains the product(s) to transfer
2. Open this page in the Manager (or click on Product Transfer in the left sidebar)
3. Click on the Transfer Products button
   
4. Check the product(s) to move
5. Read and accept the Terms and Conditions
6. Click on the Transfer button

The transfer has begun. Now you can choose:

1. Copy the transfer link
2. Send the link to the email address of your choice
3. Complete the transfer by selecting one of the organizations your user is linked to, and the selected product will be transferred there
   

Alternative method

In the case of individual transfers, you can also go directly to the dashboard of the respective product and click on Manage (as shown in the image below), although this menu is not available everywhere (e.g., in Newsletters). Therefore, it is advisable to prioritize the first method described above, which also allows batch transfer.

For Jelastic Cloud, refer to this guide (click here).

Receive the product

Once the transfer has started:

1. Login to Manager Infomaniak (manager.infomaniak.com) from a web browser like Brave or Firefox on the organization that needs to receive the product(s) (user must have administrative rights)
2. Execute the link obtained in the first step mentioned above
3. If necessary, select the destination organization from the dropdown menu
4. Read and accept the Terms and Conditions
5. Click on the Receive products button (if the button is not clickable, ensure the correct organization is selected)

You can find any ongoing transfer at any time in the left sidebar menu of Manager Infomaniak:

This guide helps you resolve an email sending issue when your email is managed by Infomaniak but your website is with another provider (like Wix, for example), especially if you receive error emails mentioning SPF when writing to Gmail or similar addresses.

Check the Configuration

The tool Global Security (click here) informs you of any configuration inconsistencies in your Mail Service.

The DNS Diagnostic tool (click here) also detects possible inconsistencies in the DNS zone of your domain name but it only analyzes it when it is with Infomaniak (meaning when your domain name points to Infomaniak's DNS servers).

Wix: Add or Correct SPF

To add an SPF as a TXT record on the Wix interface:

1. log in to your Wix interface
2. click on the icon with your initials or your avatar at the top right
3. click on Domains
   
4. click on the action menu ⋮ to the right of the relevant item
5. click on Manage DNS records in the dropdown menu
   
6. click on + Add a record in the TXT (Text) section
   
7. enter the following information:
   
   

   hostname →	leave empty
   value (to copy-paste entirely) →	v=spf1 include:spf.infomaniak.ch -all
   TTL →	leave the current indication

   
   
8. validate and wait a few hours for the change to take effect

Read this guide (click here) if necessary.

Jimdo: Add or Correct SPF

To add an SPF as a TXT record on the Jimdo interface:

1. log in to your Jimdo interface
2. if necessary, select the relevant site
   
3. click on Edit to enter editing mode
4. choose Domains & E-mails > Domains in the menu
5. click on the relevant domain
6. under TXT Record, add this:
   

   (to copy-paste entirely) →

   v=spf1 include:spf.infomaniak.ch -all

7. validate and wait a few hours for the change to take effect

This guide explains how to deduplicate contacts in an Infomaniak address book.

Remove Duplicates in Contacts

To view existing duplicates in your Infomaniak address books and merge (or hide) them:

1. Log in to Contacts (contacts.infomaniak.com), the address book section of Mail Infomaniak, from a web browser like Brave or Firefox.
2. Expand the list of address books if necessary.
3. Click on the action menu icon ⋮ to the right of the relevant address book.
4. Click on Manage Duplicates
   
5. If necessary, select the address book in which to search for duplicates.
6. Click on the record that should be the reference to keep; identical information is highlighted in blue.
7. Review and control the information from the duplicate records that will be added to the reference record (point 6 above).
8. Click the blue Merge button
   

This guide details the allowed and valid characters when you need to create an email address (maximum of 64 characters) within an Infomaniak Mail Service.

username.mail @ domain.xyz

Some characters may be prohibited or allowed, but they are not the same characters depending on whether they appear before or after the @ symbol, as in username.mail@domain.xyz for example.

In the part representing the user's email address (the distinct part username.mail that comes before the @ symbol), Infomaniak allows certain characters defined below.

International Standards

Providers like Infomaniak may restrict the use of certain characters when creating email addresses, although they are allowed by the RFC (Request for Comments) #5321 and #5322 in particular.

Here are the characters that may or may not be used in the part preceding the @ of an email address:

This guide details the different ways to address an email to multiple recipients, including how to hide the email addresses of other participants.

Preface

• When sending emails, it is sometimes necessary to include multiple recipients using the fields:
  • To
  • CC:
    • English: Carbon Copy
  • BCC:
    • English: Blind Carbon Copy
• Do not overload the To and CC fields with recipients who are not directly concerned by the email
• Use the BCC field to protect the email addresses of recipients when there are multiple people in the list
• for multiple, recurring and/or large mailings, beyond the limits imposed, it is recommended to use appropriate tools instead:
  • Infomaniak Guest Manager
  • Infomaniak Newsletter 

Understanding and Using These 3 Fields

The To Field

This field is used to indicate the main recipient(s) of the email, those who receive the email in direct copy.

• Use this field for main recipients who are directly concerned by the content of the email
• Examples: work meeting, project report, direct communication with a client

The CC Field

Used to send a copy of the email to other people in addition to the main recipients. All recipients can see who received a copy of the email.

• Use this field to include secondary recipients who need to be informed but are not the main actors in the discussion
• Example: inform a supervisor of a conversation, include colleagues interested in the topic without needing to intervene

The BCC Field

Used to send a copy of the email to people without the other recipients knowing that they also received the email.

• Use this field to include recipients who need to receive the email without other recipients knowing
• Example: sending an email to a group with a supervisor in BCC for follow-up, avoiding the disclosure of email addresses to all recipients (often used in mass emails)

Using the Fields Available in Infomaniak Mail

To access the appropriate fields in your Infomaniak mail:

1. Log in to Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Edge
2. Click on New message
3. Click on CC & BCC to display the fields that will allow you to insert your recipients' email addresses

Usage Examples

Each of these fields has a specific function and can be used strategically depending on the context of your communication. Be transparent and ethical in using the BCC field to avoid misunderstandings or conflicts:

• Team Communication
  • To: main project members
  • CC: Project Manager, other relevant departments
  • BCC: Director for information without direct intervention
• Email Marketing
  • To: do not use (or simply indicate the sender's email address)
  • CC: do not use
  • BCC: list of subscribers to protect individual email addresses
• Important Announcement
  • To: main recipients (e.g. directors)
  • CC: board members, key collaborators
  • BCC: other stakeholders for confidential information
• Meeting Announcement
  • To: John Doe, Jane Smith
  • CC: project.manager@company.com
  • BCC: director@company.com
• Event Invitation
  • To: main invitees
  • CC: coordination@event.com
  • BCC: list of secondary invitees (to protect email addresses)

This guide explains how to create an email address from the Infomaniak Mail Service, the efficient and secure solution for hosting your email addresses.

Preliminary Information

• To create multiple email addresses in bulk, refer to this guide.
• To create "virtual" addresses used for forwarding, refer to this guide.
• Refer to this guide if you need more information about invitations to use a new address (point b below) or an existing address.

Create an Email Address

Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have available address quotas or order if necessary:
  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 relevant product.
  3. Click on the cart icon at the top:
     

To add the email address of your choice:

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 relevant product.
3. Click on the blue Create an email address button at the top right:
   
4. Enter the desired email address (only what comes before the at sign, e.g., your first name — the domain name is already specified, and any aliases are visible by hovering over the info icon ⓘ).
5. Click the Continue button.

Then…

… depending on the intended use, select the relevant user for the address creation...

a. ... yourself (simple and quick)

In this case, the assistant will prompt you to choose a secure password.

Then the email address is:

1. created,
2. automatically added to Mail Infomaniak (accessible via the ‍ icon at the top right of the interface) for the currently logged-in user,
3. and immediately available to function in any email client/app.

Note that any subsequent password change will disconnect the address everywhere (+ prompt to enter the new password) except on the original Mail Infomaniak, i.e., the account used to create the address on the Mail Service (point 2 above).

b. ... one or more other users

In this case, click on the displayed text field and… 

• … select one or more existing users within the same Organization, including yourself if desired:
  
  • If necessary, specify user permissions (automatically retrieved from the global settings), including the ability to change the password later:
    
  • You can modify user permissions at any time from your Mail Service.
  • You'll need to select a signature template and click Continue.
  • Done, a randomly generated password will appear on your screen.

• … or select the email address you are creating (but later, it must be checked somehow to access the invitation)
• … or enter the email address the user already has (e.g., personal use):
  
  • In these two cases, choose, under Advanced Options, how the user will connect to their new user account:
    • either with a username exactly matching the created email address
    • or with a username of their choice (e.g., a personal email address)
  • If necessary, specify user permissions (automatically retrieved from the global settings), including the ability to change the password later:
    
  • You can modify user permissions at any time from your Mail Service.
  • You'll need to select a signature template and click Continue.
  • Done, a randomly generated password will appear on your screen, unless you invited a user at their personal address, requiring them to log in with the created address.

c. … “I DON'T KNOW”

The steps will be exactly the same as point a. above except for point 2 (no automatic addition to Mail Infomaniak).

Additional Actions (button ‍)

Click on the chevron ‍ to the right of the Create an email address button to access additional actions:

 

1. Create a generic email address of type:
   1. no-reply (for sending automated notifications)
   2. postmaster (for receiving errors, administrative notices, etc.)
   3. admin (generic administrative address)
   4. support
   5. webmaster
2. Create an alias (forwarding) for the address, useful for example for aliases of users, group emails, etc.
3. Import email addresses in bulk (CSV).
4. Delete an email address.

This guide explores the concepts of email address spoofing, spoofing, and spam that appears to originate from your own email address.

Has my account sent spam?
 

You may receive spam that seems to come from your own email address. Rest assured that this spam is intended only for you, and it will not be sent to your contacts from your email address. Your email account remains secure, and its integrity is not compromised in any way.

To reduce the presence of these messages in your inbox, check if your own email address is listed in the whitelist of your spam filter. If so, it is necessary to remove it from this list.

I'm receiving bulk sending errors
 

Spammers use various tactics to conceal the true source of their messages. They often modify the sender's address, either by creating it or by randomly selecting from existing address lists, making it difficult to trace the real origin of the message. Imagine anyone being able to impersonate you by sending a postal letter and indicating your address on the back of the envelope. Similarly, spammers can impersonate you by using your email address as the sender, aiming to bypass anti-spam filters and reach their target audience.

When you frequently receive error messages indicating the failure of the delivery of alleged spams, these messages may not have actually been sent from your account but have simply pretended to come from your email address.

These messages can be sent in two ways: either from inadequately secured mail servers exploited by spammers until the vulnerability is detected and fixed, or by Trojan horses infecting hundreds of thousands of computers worldwide. These computers, often referred to as "zombies," send messages almost automatically, unbeknownst to their owners, at the simple request of a spammer, following the principle of botnets.

Have I been hacked?

This does not mean that your account has been hacked, your email address has been stolen, or your identity has been impersonated. Instead, it is an attempt to bypass anti-spam security measures, called "mail forging" or email falsification. Unfortunately, Infomaniak and other hosting providers cannot do anything about this issue.

The only solution would be for all mail servers worldwide to be secure and require authentication for sending emails, which the ethical servers of Infomaniak do.

However, as long as all servers on the planet are not secure, "mail forging" will continue to be a persistent challenge.

Additional precautions
 

Ensure that no catchall-type address on your Mail Service is redirected to the overloaded email address, which could be the reason for an increase in undelivered email views.

The implementation of DMARC can help you analyze the usage of your email.