This guide explains how, after purchasing a domain name from Infomaniak, to get for free a Mail Service + Web Hosting.

Preamble

• For each domain name registered or transferred with Infomaniak, you can benefit for free:
  1. of an email address that gives you access to the Mail app Infomaniak
  2. and a 10 MB Web space for a basic page.
• It is also possible to have a free Mail Service while having a paid Web offer, or vice versa.
• Instead of a Mail Service of type Starter, it is recommended to order a kSuite (for example the Standard 1 user offer which is free).

Activate the Starter Mail + Web offer

Prerequisites

• Own a domain name with Infomaniak (a DNS zone is not sufficient).
  • If necessary, order or transfer a domain.
• Depending on the type (Mail or Web) desired, not to have a corresponding product already associated with the domain name and this in any existing Infomaniak Organization.

To order a Starter Mail Service and Starter Web Hosting included with each domain:

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 Connect a service button:
   
4. Click on Create an email address:
   
5. Click on the search field, then on Order an Email Service:
   
6. Click to select the free email address on the Shop Infomaniak (as below) and click the Next button at the bottom right to proceed with the order:
   
7. Click to select the basic Web page on the Shop Infomaniak (as below) and click the Next button at the bottom right to proceed with the order:
   
    
8. Complete the order:
   ‍
9. Go back to your Manager Infomaniak to discover and use your new products.

Using your Starter products

• Create the desired email address on your Starter Mail Service.
• To use the 10 MB Web space and create a basic web page on your Web Hosting Starter, use:
  • the page editor
  • or the FTP file manager to manage your HTML pages
  • or any FTP software/client with the classic FTP protocol

Evolve a Starter offer

• Modify a Mail offer (click here).
• Modify a Web offer (click here).

This guide explains how to convert a free Mail Starter offer to a more complete and enhanced paid offer.

Preamble

• By purchasing a domain name from Infomaniak, you get 1 free email address and a basic Web space of 10 Mo. This is the Starter offer.
• With just a few clicks, you can upgrade these offers to unlock the limits and enjoy an enhanced experience.
• To help you identify the most suitable Mail offer for your needs, refer to this other guide.

Modify the Starter Offer - Free Mail Service

To upgrade the Starter offer:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the relevant item.
3. Click on Modify the offer:
    
   
    
4. Adjust the number of email addresses to add to the Mail Service using the order assistant, pay to complete the offer change.

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

Introduction

• The folder structure of a classic mailbox can contain certain special folders, such as the one that stores emails…
  • … once they have been sent (= "Sent messages" or "Messages envoyés").
  • … for a few days before their final deletion (= "Trash" or "Corbeille").
• Everything is already set up so that by default it is synchronized across the various email interfaces around the globe.
• If you wish to make adjustments for various reasons, sometimes linguistic, then refer to the guide below to modify these special folders:
  • drafts
  • sent messages
  • trash
  • archives
• This notably allows you to customize the synchronization of these folders with IMAP clients such as Outlook, Mail iOS, Thunderbird, Spark, etc.
• Note that this does not change the retention period for emails placed in some of these special folders.

Access from the Infomaniak Web Mail app

Prerequisites

• Have a valid access to the Web Mail Infomaniak app (online service mail.infomaniak.com) to which the email address is attached.
• Having permission to edit special folders: if you had been invited to Mail to manage your address, it is possible that the Service Mail manager has removed this right from their admin account.

To modify these special folders:

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on Folders:
   

Access from the Mail Service

To access this option from a Mail service:

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 email address concerned in the table that appears.
4. Click on the Folders tab:
   

Configure the special folders

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

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

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

Alternative solutions for…

Some software/email clients also allow you to change the location of special folders. Refer to your application's official documentation if needed. The following links are provided for information:

… Mozilla Thunderbird

Refer to this other guide if you are looking for information on assigning specific folders (such as Trash, Drafts, Sent Mail) to the IMAP account and synchronizing them with Infomaniak.

… Microsoft Outlook 2013

Refer to this unofficial guide if you are looking for information on how using the IMAP protocol in the application can lead to a configuration where messages are stored locally only and not synchronized with the server, which contradicts the main goal of IMAP to maintain consistency across devices.

… Microsoft Outlook 2021

Refer to this unofficial guide if you are looking for information on how to save sent emails in the "Sent" folder rather than "Sent Items" in the application.

… Apple iOS

Refer to this unofficial guide if you are looking for information on how to configure the sent, drafts, and deleted mail folders on an iPhone to be synchronized with the mail server, by accessing the advanced settings of the Mail application and selecting the corresponding folders on the IMAP server.

This guide explains how to modify an email address within a Mail Service in case you want to edit, for example, the spelling of the part coming before the at sign @ of your email address (= the prefix).

Preamble

• This can be useful for addresses in the “first.last” format in case of a change of last name (for example, marriage) or simply a change in spelling.
• To modify the part of your email address that comes after the at sign @, refer to this other guide.

Change the prefix of an email address

To change from an email address in the form adresse1@domain.xyz …

… to a renamed address adresse2@domain.xyz…

… and given that it is not possible to simply change the spelling of an email address, you need to…

1. … or create a mail alias
   • then, if you are using a software/mail client, reconfigure your mail settings
   • and optionally in Mail modify the sending address in the Signature section
2. … or create a second email address with the new format
   • then move the messages from one to the other.

This guide explains how to connect the native Android mail application to an email address hosted at Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail alone, or existing within a kSuite).
• Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

Manually add the email address to the application

To set up the mail application:

1. Open the native mail application on your device.
2. Click on Add an account.
3. Select Other as the address type.
4. Enter your email address.
5. Select the type Personal IMAP.
6. Check and complete the missing information.
7. Complete the procedure.
8. There you go, your email address is now set up in your device's application.

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.

Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.

In case of trouble

There is no need to contact Infomaniak Support if your email address works well outside of the application.

The most common error involves using an incorrect password.

The troubleshooting guides help you resolve any issues:

• Check out the solutions provided in this other guide regarding email in general
• … and if your application no longer works for sending (e.g., SMTP server disconnected or absent) or since a password change, refer to this other guide.

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

When and why does this error occur?

To put it simply, the SMTP protocol (used for sending emails) involves several phases, the first of which requires the sender to announce their identity using a command called HELO, which must be followed by a valid address.

If you receive errors mentioning bogus HELO, it is because parameters (used by the person trying to write to you or by the software you are trying to use) are not compliant with the RFC (section 4.1.1.1). This prevents the spread of viruses and spam.

Infomaniak, for example, rejects any message coming from a mail server that would be named "server" instead of having a full name like "server.domain.xyz" (= FQDN, "Fully Qualified Domain Name" or "fully qualified hostname"). An IP address cannot simply define the server either. Examples of rejection:

The remote mail server 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 proper 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 proper FQDN:

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

or the mail server returns a host that is not in canonical form (FQDN):

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

or it is on a list of banned HELOs 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 the configuration of your mail server to ensure it uses a correct HELO parameter when establishing the SMTP connection.

This guide explains how the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet) works when you open it for the first time after installation and during subsequent connections.

Start the setup assistant

When you open the app for the first time, a step-by-step assistant prompts you to choose the theme (accent color: pink or blue), which you can also modify later. It also shows you the main ergonomic functions available with the application (long press, swipe).

At the last step, you can…

• … create an account that is to say obtain a new free email address…
• … or simply log in with your usual credentials (your email address to log in to Infomaniak).

Several email addresses

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

You can switch from one address to another…

1. … by clicking at the top left of your inbox:
   
2. … then on the dropdown arrow ‍ to the right of the email address displayed:
   

To add another one, click on the button at the end of the list or refer to this other guide:

To remove one, refer to this other guide.

Multiple user accounts

Imagine that in addition to your personal user account with your favorite email addresses attached, you receive from your employer a login ID for a user account with various company email addresses within this professional account…

To add the additional user account:

1. Click at the top right of the inbox:
   
2. Click on Add an account to connect to the desired Infomaniak user account:
   

To easily switch from one user account to another:

1. Click on either of the linked user accounts to view the email addresses associated with these accounts:
   

To detach a linked user account from the application and no longer be able to view the email addresses associated with that account, simply…

1. … go there one last time
2. … then click on the user menu at the top right
3. … to then log out at the bottom of the screen:
   

You will be automatically switched to one of the remaining accounts.

This guide provides the most common IMAP server addresses. These can be used to copy the content of your old email addresses to your Infomaniak email address.

IMAP Server Addresses

This guide presents the operation of RBLs, the questionable policy of some of them and the means to resolve a possible email block.

Preamble

• RBLs (Realtime Blackhole Lists) or DNSBLs (DNS Black Lists) are lists containing addresses / IPs / provider names / servers, known as major spammers.
• These are often large, generalized blacklists that help identify unwanted messages and their senders, maintained by certain providers (smtpcheck, uceprotect: non-exhaustive list)…

Adding the email address to the RBL

When an email address is identified as belonging to an unwanted sender, it is blocked to prevent the receipt of unsolicited mail. A block in the RBL does not expire. Addresses will be listed indefinitely.

If you receive a message indicating that your email address is blocked by RBL, this means that Infomaniak's security system has detected suspicious or unwanted activities associated with this email address. This can include mass sending of unsolicited mail, participation in phishing campaigns or other malicious behaviors.

Resolving an email block (RBL)...

… if the error mentions your address and RBL

If you encounter errors of the type

anna.a@domain.xyz is rbl blacklisted - http://chk.me/rbl

when sending an email and you think it's a false positive, contact Infomaniak support.

To prevent your email address from being blocked by the RBL blocking system in the future, follow best practices for email use:

1. Do not send unsolicited mail or mass messages to unknown recipients.
2. Regularly sort the list of recipients used.
3. Do not engage in phishing or cybercriminal activities.
4. Ensure the highest level of security where your emails are used:
   1. strong password
   2. software up to date
   3. operating system (iOS, Android, Windows, macOS, etc.) up to date
   4. associated domain configuration up to date

… if the error mentions an organization like Sorbs or Barracuda

If you encounter errors of this type

554 5.7.1 Client host blocked using sorbs

or similar:

1. Follow the procedure of the mentioned organization (e.g. http://www.barracudacentral.org) to get your address removed from the list.
2. Temporarily switch your Internet service provider or connection method - WIFI vs 4G/5G - to send your messages.
3. Inform your contact and their email provider to take the necessary steps and/or to stop using an unreliable RBL.
4. Wait a few hours and try again.

Fewer and fewer professionals (ISP, hosts, etc.) use providers like Backscatterer / UCEPROTECT which are primarily profit-driven. There are many other highly effective lists, such as ABUSIX or SPAMCOP, which are well-maintained and genuinely aimed at fighting spam, one of the priorities of Infomaniak.

This guide explains how to connect the desktop app Thunderbird (desktop application) to an email address hosted at Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail only, or existing within a kSuite).
• Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

Add the email address to the application

To configure the email application:

1. Download the latest version of Thunderbird.
2. Open the application.
3. Check and complete the missing information by scrolling down if necessary.
4. Click on Continue:
   
5. The information found by Thunderbird about your email provider is displayed, leave IMAP selected:
   
6. Click on Finish.
7. In some cases, a warning about a certificate may appear. Simply confirm the security exception if the information mentions Infomaniak:
   
8. The summary of your registration appears, click on Finish to add the address (or configure other services from there):
   
9. There you go, your email address is now set up in the application:
   

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP Port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP Port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same parameters as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.

Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.

In case of trouble

There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:

• Check out the solutions provided in this other guide regarding email in general.
• This other guide is more specifically about Thunderbird.

… and if Thunderbird no longer works since a change of email password, refer to this other guide.