Knowledge base

This guide explains how to create email addresses in bulk instead of adding them one by one within an Infomaniak Mail Service.

Prerequisites

• have a tool that can manage CSV files (format .csv) (like OpenOffice Calc for example)
• first order the number of email addresses (quota) you want to use after import; your Mail Service must be set up for the correct number of desired addresses, e.g., here 4 addresses can be created in bulk:
  

Obtain the Sample CSV File

The import process requires a CSV file (format .csv) which, once filled, can be imported to add the addresses all at once to your Mail Service.

To download the CSV file for setting up the creation of addresses:

1. Log in to your Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
2. Click on the ‍ icon in the top right of the interface (or navigate through the left sidebar menu for example).
3. Select Mail Service (in the Collaborative Tools section).
4. Click on the name of the relevant object in the displayed table.
5. Click on the chevron ‍ next to the blue address creation button.
6. Click on Create multiple email addresses
   
7. Download the provided template (CSV file in .csv format)
   

Complete the CSV File

The CSV file contains:

1. a first line with the column title (leave it as is) indicating what to write in the boxes.
2. two lines containing an example (replace these examples).

• The first column (A) must contain the desired email address (only the part before the @ sign).
• The second column (B) must contain the password that will be used for the address on the same line (the password must be secure enough for the file import to be accepted).
• The third and fourth columns are optional (you can leave them completely empty) unless you want the address being created on Infomaniak to be redirected to another one; in that case:
  • (C): indicate the complete destination email address.
  • (D): indicate 0 to keep emails after redirection or 1 to delete them.

Import the CSV File

To start the import of your CSV file:

1. Once the .csv file is completed, save it in the same format as the provided template.
2. Click on the chevron ‍ next to the blue address creation button.
3. Click on Create multiple email addresses.
4. Click on Select a CSV file.
5. Browse your hard drive and select your CSV file.
6. Click on Continue, after a few minutes the email addresses will be added according to the instructions in the imported file.
    
   

This guide explains how to create a signature template (this guide details how the signature tool works) for all your emails on Infomaniak Mail.

What is a template?

A template allows you to create the neutral base of a tool that can later be used by multiple users of the same Infomaniak Mail Service, and can even be customized based on the person who will use it.

Create a signature template

To create a template:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the icon at the top right of the interface (or navigate through the left sidebar menu, for example)
3. Select Mail Service (universe Collaborative Tools)
4. Click on the name of the relevant object in the displayed table
5. Click on Global Configuration in the left sidebar menu
6. Click on the Signatures tab
7. Click on Add a signature template
   
8. Select the type of template
9. Click the blue Continue button
10. Choose a design from the available presentation style examples:
    
11. Fill in the fields, social information, visual content, etc.
12. Click the blue Continue button
13. Finalize the template creation and decide if this template should be applied to users of existing addresses on the Mail Service
14. Click the blue Finish button or save as a draft

Available Fields and Variables

In addition to writing a unique signature template, you have the option to insert information that will be adapted from automatically retrieved user information but also manually completed by the user:

• Name
• Surname
• Phone number
• Job title, etc.

Thus, users who have access to this signature template can simply enter one or more of this information in boxes located below the composition window of their signature, without worrying about the graphic design of the signature itself.

Manage the visibility of templates

If the automatic creation option is activated (last step of the creation wizard), the signature templates created will be applied to users of the email addresses:

Another option available on the signature template management page for Mail Service managers allows you to "limit users to the exclusive use of your signature templates":

Users of the Mail Service in question will no longer be able to use their customized signatures and will only be able to choose from the signature templates you offer to create their signature.

If you disable this toggle button, users will be free to create and use their customized signatures. However, signatures created from your templates will not be deleted.

Activate a template on an existing email address

You need to have an existing template to activate it on one or more email addresses:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the icon at the top right of the interface (or navigate through the left sidebar menu, for example)
3. Select Mail Service (universe Collaborative Tools)
4. Click on the name of the relevant object in the displayed table
5. Click on the checkboxes to select one or more email addresses in the displayed table
   
6. Depending on the screen size, click on the action menu ⋮ or directly
7. Click on Apply a signature template
   
8. Select the template of your choice

Only visible templates are available when activating.

Duplicate a template

You can duplicate an existing template:

1. Click on the action menu ⋮ to the right of the created template
2. Click on Duplicate
   

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This guide details the security measures implemented as part of Infomaniak email services to detect abusive and abnormal use of an email address. These measures protect you from malicious use of your computer or account.

Number of Recipients per Email
 

Regardless of whether the recipient email addresses are placed in the To, CC, or BCC fields, the total number of recipients per message is limited to:

For sending emails to a large number of recipients, we recommend using our Newsletter tool.

Learn More

• Outgoing Email Limits
• Limits of the Free Mail Offer ik.me

This guide explains how to modify the location of certain folders in the structure of your email address.

Introduction

• A typical email account structure may include special folders such as, for example, the one that stores emails:
  • after they have been sent (= "Sent messages" or "Sent Items")
  • for a few days before permanent deletion (= "Trash" or "Deleted Items")
• Everything is already configured to be synchronized across different email interfaces around the globe
• If you wish to make adjustments for various reasons, sometimes linguistic, read the guide below to modify these special folders:
  • Drafts
  • Sent messages
  • Trash
  • Archives
• This allows you to customize the synchronization of these folders with IMAP clients like Outlook, Mail iOS, Thunderbird, Spark, etc.
• Note that this does not change the retention period of emails placed in certain of these special folders

Access from Infomaniak Mail

Prerequisites

• Have valid access to Mail Infomaniak where the email address is linked
• Have permission to modify special folders: if you were invited to Mail to manage your address, it is possible that the Mail Service administrator has removed this right from their admin account

To modify these special folders from Mail:

1. Log in to Mail Infomaniak (mail.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the ‍ icon at the top right of the interface
3. Check or select the relevant email address from the dropdown menu
4. Click on Folders
   

Access from Mail Service

To access this option from a Mail Service:

1. Log in to Infomaniak Manager (manager.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the ‍ icon at the top right of the interface (or navigate using the left sidebar menu, for example)
3. Select Mail Service (in the Collaborative Tools universe)
4. Click on the name of the relevant item in the displayed table
5. Click on the relevant email address in the displayed table
6. Click on the Folders tab
   

Configuring Special Folders

Select the desired folders to store your drafts, archives, sent messages, and trash by clicking on the area to the right of each item:

This will display the list of folders already present in your email structure (if necessary, create the desired folder beforehand from Mail or an IMAP client).

To modify the default folders for spam and advertising messages & social media notifications, you need to do this directly from the Spam Filter and Advertising Filter sections.

Alternative Solutions

Some email clients also allow you to modify the location of special folders. Consult the official documentation of your application if needed. The following links are provided for your information:

• Mozilla Thunderbird (official documentation)
• Microsoft Outlook 2013 (unofficial documentation)
• on an iPhone (unofficial documentation, in English)

This guide details the "bogus HELO" email error to help you avoid it.

When and why this error?

Simply put, the SMTP protocol (used for sending emails) has several phases, the first of which requires the sender to announce who they are through a command called HELO, followed by a valid address.

If you receive errors mentioning "bogus HELO," it means that parameters (used by the person attempting to write to you or by the software you are trying to use) do not conform to the RFC (section 4.1.1.1). This prevents the propagation of viruses and spam.

For example, Infomaniak rejects any message from a mail server named "server" instead of having a fully qualified domain name (FQDN) like "server.domain.xyz". An IP address cannot simply define the server. Examples of rejection:

The remote server's mail service has not been configured with a valid FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO 127.0.0.1 

or the mail server is not configured to use a real FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO [127.0.0.1] 

or the mail server is not configured to use a real FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO localhost 

or the mail server returns a non-canonical host (FQDN):

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO www 

or it is listed in a banned HELO list at Infomaniak:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO fakedomain.xyz

This will always result in an error:

250 mta-gw1.infomaniak.ch Hello, pleased to meet you
MAIL FROM: user123@infomaniak.ch
250 2.1.0 user123@infomaniak.ch... Sender ok
RCPT TO: user123@infomaniak.ch
550 5.7.1 user123@infomaniak.ch... Access denied - bogus HELO [1] …

Check your mail server configuration to ensure it uses the correct HELO parameter when establishing the SMTP connection.

This guide helps you address various issues related to setting up and using a DMARC policy with your email system.
 

DMARC Error or Rejection...

...during forwarding when the original destination address could receive the email (SPF error)

Email forwarding without SRS generating an SPF error

Let's say you've set up email forwarding from your email address "user@example2.com" to your new address "user@yourdomain3.com" without using SRS. When someone sends an email to "user@example2.com", it's automatically redirected to "user@yourdomain3.com". Example:

• sender: john.doe@gmahoo1.com
• initial recipient: user@example2.com
• final destination: user@yourdomain3.com (SPF error)

Illustrated: when John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com". However, the mail server of "yourdomain3.com" still sees the email as coming from "john.doe@gmahoo1.com".

In detail: when John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com", meaning the sender's envelope address will remain john.doe@gmahoo1.com but the recipient's envelope address will be changed to user@yourdomain3.com.

This will generate an SPF error because the SPF record of the gmahoo1.com domain does not authorize the SMTP servers of example2.com to send emails for its domain.

It's this SPF error that triggers the DMARC rejection.

If you want the forwarding to work without errors, it's necessary for the email provider handling the forwarding to use SRS.

How Redirections Work at Infomaniak

When you receive an email at an Infomaniak address and it's forwarded to another email address, the sender's email address is rewritten to reflect the redirection. Thus, the recipient's mail server sees the email as originating from your own domain.

In summary, using SRS in email forwarding maintains the integrity and security of emails while ensuring that authentication mechanisms like SPF and DKIM remain valid.

...related to incorrect DNS entry

Malformed DMARC Record: If the DMARC record is not properly formatted, it can lead to errors. Make sure tags and values are correctly specified.

Invalid DMARC Policy: Errors can occur if the specified DMARC policy is incorrect. Possible values for the policy are "none", "quarantine", and "reject". Incorrect value can cause issues.

Multiple DMARC Entries: Having more than one DMARC entry in the DNS zone is considered an error.

If you have multiple DMARC records, mail servers may interpret this differently, leading to unpredictable behavior. Fix this by consolidating your DMARC settings into a single entry.

Check your current DMARC entry with dedicated tools like the ones below: 
 

• https://dmarcadvisor.com/dmarc-check
• https://mxtoolbox.com/dmarc.aspx

...related to sending that does not comply with SPF and/or DKIM

A DMARC error or rejection related to SPF or DKIM can occur if SPF or DKIM authentication mechanisms are not properly configured or if they are not aligned with the domain's DMARC policy.

This can happen, for example, if you send an email from your Infomaniak email address using another provider's SMTP server. To resolve this issue:

• Check the overall security of the Mail Service

I send an email from my Infomaniak address and receive a "Reject DMARC" error email

To resolve this issue:

• Check the overall security of the Mail Service
• Perform a sending test from the Webmail mail.infomaniak.com and/or check server settings of the email software

I send an email from an external email address (Microsoft, Google, Yahoo, Orange, ...) and Infomaniak rejects my email with a DMARC error

To resolve this issue:

• Check with your email provider if the sends are made according to their configuration recommendation and if necessary, contact the sender's email provider for more information

I want to receive an email in my Infomaniak address but the sender informs me they receive a DMARC error when sending to my address

To resolve this issue:

• In this case, the email was blocked due to a violation of the DMARC policy that the sender has set up on their domain; it's necessary for the sender to contact their email provider or service administrator to inform them of the situation

This guide explains how to modify an email address, to edit the part before arobase @. That can be useful for lastname.firstname addresses if there is a change of last name (marriage for example) or for a change in spelling.

Changing an email address

To change an email address from the form

adress1@domain

to a renamed address

adress2@domaine

you must:

- either create an alias mail: https://faq.infomaniak.com/2129

then in the event of using messaging software, reconfigure you mail settings

and if you are using WorkSpace, change the sending address in the Signature

- or create a second address with the new formulation: https://faq.infomaniak.com/1993

and move the messages from one to the other: https://faq.infomaniak.com/837

This guide refers you to the email server information of your Outlook, Gmail or Yahoo email addresses that are necessary to copy content from your old email address to your Infomaniak email address.

IMAP server address of your old email provider

This guide explains the operation of Infomaniak Mail application (iOS / Android) during its first opening after installation and during subsequent connections.

Configuration Assistant

Upon the first opening of the app, a step-by-step assistant allows you to choose the theme (pink or blue accent color) that you can also change later. It also shows you the main ergonomic functions available with the app (long press, swipe).

At the final step, you can:

• create an account, meaning you can get a new free email address
• or simply log in with your usual credentials (your Infomaniak login email address)

Multiple Email Addresses

Once connected, with the possible two-factor authentication (2FA) completed, you will find all the email addresses already linked to your Infomaniak Mail account that you used to check via your browser at mail.infomaniak.com.

You can switch between addresses by clicking at the top left of your inbox and then on the chevron to the right of your email address.

To attach an additional address:

1. click on the user menu at the top right:
    
   
    
2. this space allows you to see the attached user accounts and the email addresses associated with them
3. click on the small blue PLUS to the right of "Email addresses associated with the account"
4. enter the information for the email address you wish to attach and check (complete email address + password for the email address)

Multiple User Accounts

To manage multiple user accounts within the same application:

1. click on the user menu at the top right:
    
   
    
2. this space allows you to see the attached user accounts and the email addresses associated with them
3. click on Switch Accounts:
    
   
    
4. add an additional existing account by clicking on the bottom right button and then logging in the same way as during your first connection:
    
   

By returning to this space, you can quickly switch between user accounts.

Removing a User Account from the App

To remove a linked user account in the application, simply go there one last time and then click on the user menu at the top right to log out at the bottom of the screen. You will be switched to one of the remaining accounts.