Knowledge base

The easiest way to manage your emails, contacts, and calendars is to use Mail Infomaniak for the web browser.

The Infomaniak Webmail offers many advantages:

• no software to install or configure
• share contacts, calendars, and email addresses with other users
• unified management of all your Infomaniak email addresses
• antivirus and anti-spam protection
• automatic sorting of incoming messages (filters)
• sending large attachments
• synchronization of your contacts/calendars/tasks across devices
• kDrive sharing
• secures and respects your privacy

How to start Mail Infomaniak ?

1. open Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Firefox
2. log in with your Infomaniak user account credentials (not the password of your email address)
3. if necessary, link the email addresses to manage with Mail

What would you like to do?

1. Sync your contacts and calendars
2. Access the options for an email address (signatures, filters, spam, etc.)
3. Invite a user to create their Infomaniak account
   
4. Change the password for an email address from Mail
5. Change the rights of a user
6. Create an email address at Infomaniak

All FAQs Mail web+smartphone

This guide helps you identify and correct most email errors encountered after sending an email to a recipient.

Why an Email Error?

Generally, an email error message results from:

• a misconfiguration of the domain name used with your email service
• a problem with your recipient's (mail provider)

In any case, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.

Finding and Identifying the Email Error

When your message fails to reach your recipient, an initial failure report (Temporary Delivery Failure Report) is sent and specifies that the server will attempt to resend your message multiple times.

A final non-delivery report (Final Delivery Failure Report or Undeliverable Mail) issued by the recipient's server is sent to the sender (via an Infomaniak mail server, hence the mention of Infomaniak at the beginning of most error messages you may receive) to inform them that the email could not be delivered even after multiple attempts.

The notification always includes the reason for the failure. Example below:

This is the mail system at host smtp-1-1234.mail.infomaniak.ch.
I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can delete your own text from the attached returned message.
The mail system anna.a@abc.xyz: host mxbw-abc-xyz.abc-ab12.abc.ch[123.456.789.00] said: 550 5.1.1
anna.a@abc.xyz recipient rejected, account administratively disabled (in reply to RCPT TO command) 

Here, the recipient's address is apparently suspended by their email provider (account administratively disabled).

Sometimes, you need to look for the reason for the error message among its attachments (often a plain text file). Example:

Reporting-MTA: dns; mxbw.abc.ch‍ [123.456.789.00]
Received-From-MTA: dns; smtp-1-1234.mail.infomaniak.ch [12.345.678.99]
Arrival-Date: Tue, 01 Aug 2023 15:49:22 +0200
Final-recipient: rfc822; anna.a@abc.xyz
Diagnostic-Code: smtp; 552 RCPT TO:anna.a@abc.xyz‍ Mailbox disk quota exceeded
Last-attempt-Date: Tue, 01 Aug 2023 15:49:22 +0200

Here, the external recipient's mailbox at Infomaniak appears to be full (Mailbox disk quota exceeded).

Most Common Cases

SPF Failure

The SPF (Sender Policy Framework) record is not properly configured:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to SPF failure:
anna.a@abc.xyz
Technical details of SPF failure:
The sender's domain domain.xyz does not have a valid SPF record. Please contact your email administrator to correct the SPF configuration.

Solution: check your domain name configuration and especially the SPF record if your website is hosted by Wix or another provider. Learn more (click here)

User Unknown

The email address specified in the message is invalid or does not exist:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed permanently:
anna.a@abc.xyz
Technical details of permanent failure:
The email address does not exist. Please check the recipient's email address and try again.

Solution: carefully check the recipient's email address and correct it if necessary; ensure you are using a valid email address for the recipient.

Temporary Failure

The recipient's mail server is experiencing temporary issues or is unavailable.

Solution: wait for some time, then try sending the message again later. If the problem persists, contact the recipient's technical support for assistance.

Blocked by SPAM Filter (or Content Rejected)

The recipient's mail server blocked the message due to anti-spam filtering rules:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@domain.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to the message being rejected as spam:
anna.a@domain.xyz
Technical details of delivery failure:
The content of the message triggered the spam filters of the recipient's email server. Please review the message content and try again.

Solution: check if your message contains elements likely to be considered as spam (keywords, suspicious links, etc.). Contact the recipient to verify if the message was filtered into the spam folder.

Read this guide on outgoing spam and this guide on incoming spam.

Bad Reputation

The recipient's mail server blocked the message due to anti-spam filtering rules:

gmail-smtp-in.l.google.com said: 550-5.7.1
Our system has detected that this message is likely suspicious due to the very low reputation of the sending domain.
To best protect our users from spam, the message has been blocked.
Please visit https://support.google.com/mail/answer/188131 for more information.

Solution: check the reputation of the domain, determine if there has been recent misuse of one of your email addresses for malicious purposes, e.g.

Domain Not Found (or DNS Error)

The recipient's domain name could not be resolved or does not exist.

Solution: check the spelling of the recipient's domain and correct it if necessary; ensure that the domain name and DNS are valid and active.

Mailbox Full

The recipient's mailbox is full, preventing the reception of new messages.

Solution: inform the recipient of the situation and ask them to free up space by deleting emails or archiving items.

This cannot happen with email addresses managed by Infomaniak since they do not have a storage size limit.

Part of their network is on our block list

If the error message (typically obtained after sending from an online tool hosted on the server where your website is located, e.g., a confirmation from Prestashop or another online store you manage) contains:

host hotmail-com.olc.protection.outlook.com[104.47.30.97] said: 550 5.7.1
Unfortunately, messages from [89.123.456.789] weren't sent. Please contact your Internet service provider since part of their network is on our block list.

Solution: change the method of sending emails. The sending is unauthenticated and comes from a specific IP address which is apparently blocked by the recipient for some reason (Infomaniak does not intervene to request unblocking). Therefore, configure the online tool to perform authenticated sends.

Less Common Errors

Deferred - Delayed

The error message Deferred - Delayed - Warning: message still undelivered after 4 hours, Will keep trying until message is 3 days old means that the Infomaniak mail server tried to connect to your recipient's mail server to send the message but for some unknown reason, it was unsuccessful. This error message specifies that the Infomaniak server will continue to try to send your message for the period specified in the error message. If after this period the message is still not delivered, you will receive a final error message informing you that your message could not be delivered and your recipient did not receive it.

Greylisting Delay

This Greylisting Delay error occurs when your recipient's mail server uses, like Infomaniak, a technique called "greylisting" which imposes a temporary delay on the first attempt to deliver a message from an unknown sender. The Mailer Daemon may eventually send an error report indicating that delivery has been delayed due to greylisting. The error may also mention banned sender. Retry your sending a few minutes/hours later.

Message Size Exceeded / File Too Large

These Message Size Exceeded / File Too Large errors occur when the size of the message (or attachments) exceeds the limit allowed by the recipient's mail server. The Mailer Daemon will return an error report indicating that delivery failed due to exceeding the message size.

Rate Limit Exceeded

This Rate Limit Exceeded error occurs when the sender has exceeded the rate or volume limit allowed by the recipient's mail server. Mail servers may impose limits to prevent spam or system overload.

Malware Message Rejected

This Malware Message Rejected error occurs when the message contains an attachment, a link to a storage site like Dropbox, or dynamic content including in the "forwarded" part of the message (e.g., in a forwarded message). Try resending the message from Infomaniak Mail instead of a mail application, and remove any content that could trigger this error.

The Message Contains a Unicode Character in a Disallowed Header

This The message contains a unicode character in a disallowed header error may appear if you have inserted a special character like a heart ♥ e.g., in the body of the mail, the subject, or especially in the full name; the risk of being rejected by providers is very high: keep the use of symbols, characters, and fonts as simple as possible.

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

You can now access and use your Infomaniak email addresses on your iPhone or Android smartphone through an interface designed by Infomaniak:

Download Infomaniak Mail for smartphones

• on iOS (iPhone, iPad)
• on Android

On your computer, you can configure your email address with third-party software or use Mail (browser version).

Getting started with the app

• configure Infomaniak Mail
• link an additional email address in Infomaniak Mail
• modify the Infomaniak Mail configuration

App limitations

• solely intended for Infomaniak email
• does not support OpenPGP encryption
• no push notifications with the version available on F-Droid

Any questions or feedback?

• Infomaniak Support is available 7/7 to assist you
• Feel free to share your suggestions: iOS app / Android app

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your products online and in particular their content.

Preamble

• Only Infomaniak employees who will process your support request will be able to access it.
• You can revoke this access at any time or wait 7 days for access to close automatically.
• Different content can be accessed (read below): allow access to one does not allow access to the other - these are specific authorizations.
• It is also possible for you to share a single specific e-mail Very easily.

Allow Support to access your content

To this end:

1. Click here in order to access the management of accesses by Support to your products on the Manager Infomaniak (Need help?).
2. Click on the toggle switch to allow access to the contents of the...
   1. ... email addresses attached to the Mail Infomaniak interface
   2. ... folders among the existing kDrive(s) in organizations of which this user is a member
   3. ... discussions among the existing kChat product(s) in the organisations of which this user is a member
      

Make screenshots...

... on Windows

Microsoft proposes a softwarepre-installed dedicated to screenshots. But to achieve them manually:

1. Display what you want/have to pass on to the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), do "Edit" -> "Coller" to place your image on the page.
4. "Save" your file.
5. Repeat the operation from point 1 to point 5 as many times as the number of catches desired.

... on macOS

1. Simultaneously press the keys "CMD" + "majuscule/shift" (the sharp arrow upwards) + the key "3".
2. Every time you press these keys, an image file is created on your computer's desktop.

... on iOS (iPhone, iPad...)

1. Simultaneously press the buttons "Power" + "Home( The only two physical buttons.)
2. Then get the screenshots in the "Photos" app of your device.

... on Android (e.g. Samsung, LG or Huawei)

1. Simultaneously press the key Volume Bas (on the slice) and the locking key.
2. The captured image is saved automatically in a screenshots folder of the gallery.

Windows Popup

To copy and paste as text an error message present in Windows popup, just press the key CTRL + C on your keyboard just copy the message to the clipboard. You can then paste it (CTRL + V) in the body of the message you send us.

Browser Javascript Console...

... on Windows

Chrome, Firefox and Safari: Enter the combination of keys CTRL + MAJ + i
Internet Explorer and Edge: type the key F12

... on macOS

Chrome: Enter the combination of keys ⌘ + ⌥ + J
Safari: Enter the combination of keys ⌘ + ⌥ + C

1. Then click on the barred or similar round icon to reset the log to zero.
2. Display the page of your site concerned by the concern.
3. The tab console displays the JavaScript Errors and online resources not found.

This guide details how to retrieve missing e-mails recently (mistaked by the user, e.g.).

Preamble

• Infomaniak keeps 7 separate backups (= 7 key) of the content of each email address.
• The backup is performed once a day.
• It is therefore possible to return the mailbox as it was in the last 6 or 7 days.
• ELEMENTS RECOVERED:
  • E-mails no longer existing when you request restoration will be handed over to their original location.
  • Some parameters linked to your e-mail address (part "answering machine" and part "redirection" in particular) will also be restored if they have changed in the meantime.
• ELEMENTS NOT RECOVERED:
  • E-mails Displaced and not deleted will not necessarily reappear at the expected place since they still exist somewhere in the tree of the mail account - it is necessary to search.
  • Backup restoration does not includecalendar and/or Address book.
  • E-mails not yet present or more existing at the time of execution of the daily backup (also read the POP3 chapter below); example: an e-mail arrived at 8am, deleted at 9am while the backup took place at 5am.
• ELEMENTS NOT MODIFIED:
  • The e-mails arrived, received, created and stored in the different folders (messages sent e.g.) in the interval (between the date you want to return and the date you perform the restoration) are not affected, they remain present.

Restore from the Mail Infomaniak Web app

Prerequisites

• Ensure that deletion has taken place less than 7 days ago.
• Having permission to manage backups: if you had been invited on Web app Mail Infomaniak (online service) mail.infomaniak.com)in order to manage your address, it is possible that the Mail Service Manager will have youwithdrawn this right from its admin account.

To restore emails:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Check or select the relevant email address from the drop-down menu in the left side menu.
3. Click on Advanced actions.
4. Click on Restore:
5. Choose a date of Restoration (only in the last 7 days).
6. Click on Restore e-mails.
7. Once the restoration is complete, an e-mail of information is sent.

Restore from Service Mail

Prerequisites

• To be Administrator or Legally responsible‍within the organisation that manages the Mail Service.
• Ensure that deletion has taken place less than 7 days ago.

To restore emails from a Mail Service:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the button Address actions All the way up to the right.
5. Click on Restore e-mails:
   
6. Choose a date of Restoration (only in the last 7 days).
7. Click on Restore e-mails.
8. Once the restoration is complete, an e-mail of information is sent to you.

E-mails stored in unconventional folders

If you store your messages in folders with unusual names (e.g. named folders) Recycle Bin or Spam) take note of the important information this other guide on this subject.

Software users/mail client configured in POP3

If you are used to raising your mailbox with an email software/client like Outlook and the latter is configured with the POP/ POP3 protocol, you will not be able to restore everything since the backup is done once a day, it only keeps the messages that were found at the time of backup in the Infomaniak inbox; idem for your other folders (Messages sent (e.g.) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not saved; it is therefore necessary in the future prefer IMAP protocol in your mail client/software.

This guide helps you find solutions if you send an email from an email address hosted by Infomaniak and the message unintentionally ends up in your recipient's Spam folder.

Use Email Wisely

When basic rules are followed, there is little risk of your message ending up in the recipient's spam folder. To do this:

1. Use a Valid Email Address

Ensure that your email address and its domain are correct and valid; check the security settings of your domain name. If you correct a setting, wait 24 hours before trying to resend your email.

2. Avoid Suspicious Content

Whether in the subject of the message or in the body of the email, avoid using words or phrases often associated with spam, generic messages, overly complicated layouts, and unsafe or poorly formatted internet links. Personalizing an email using the recipient's name strengthens the legitimacy of your messages.

Sending suspicious attachments or large attachments can lead to the Spam folder; use SwissTransfer for example.

3. Test Sending from Mail Infomaniak

If you send your messages from email software, try sending them from mail.infomaniak.com to more precisely identify the origin of the problem leading to spam.

4. Reputation of Custom Domain

If you send emails from an address @domain.xyz and that domain has for any reason recently obtained a " bad reputation", your messaging will be impacted and may be considered as Spam by various providers. It is necessary to address the reasons that led to the depreciation of your domain name.

5. Obtain Consent

Make sure you know the person you are writing to, or at least write to a user likely to expect your message so they don't mark it as Spam. For group and/or regular mailings, voluntary subscriptions reduce the risk of being classified as spam; also consider Infomaniak's Newsletter solution.

6. Optimize Sending Frequency

An excessive volume of sending to several recipients from the same provider can be considered spam. Respect a reasonable frequency when sending your emails.

7. Get Added to Infomaniak's Whitelist

If you regularly send emails to a recipient also hosted by Infomaniak, and your messages are suddenly considered spam, your recipient can add your email address to the whitelist to allow your mail to reach their normal inbox. But it is important to pay attention to the reasons that led your messages to spam because not everyone will be able to whitelist your address.

This guide explains how to activate incoming mail filtering, automatically categorize advertising messages, and report certain fraudulent messages to reduce spam on an email address managed by Infomaniak.

Infomaniak Anti-Spam Solutions Guide

Automatic Filtering Methods

• use the Spam folder by activating the spam filter: read this guide
• use the Promotions and Social networks folders by activating the advertising & social networks filter: read this guide

Manual Methods

• report an incoming message not detected as spam (advertisement / unsolicited contact): read this guide
• report an incoming message not detected as phishing (scam / misleading fake email): read this guide
• block or allow specific email addresses or even entire domains: read this guide
• set up your own incoming mail sorting and classification filters (Sieve): read this guide ↳ this will allow you to filter messages addressed to a temporary alias that you can create to protect yourself during new registrations on the Internet, for example: read this guide

If you are facing a wave of spam or unusual messages, perform these few checks (click here).

If your own messages are often mistakenly classified as spam, perform these few checks (click here).
 

This guide details the different identifiers that you will have to use with Infomaniak, and what happens if one of the passwords is changed.

Preamble

1. As with many other online services, you identified yourself with Infomaniak when registering with a personal email address.
2. This personal email address serves you as login ID when you want to connect to Infomaniak services.
3. This login ID has its own password (which you chose when creating your Infomaniak user account - your personal email address, read above).

There's no connection between...

• ...that couple Identifier / password described in points 1/2/3 above...
• ... and the email addresses you created or subsequently obtained from Infomaniak.

Only one report could exist if the spelling is the same (e.g. you signed up with the email address toto@abc.xyz and you also manage the email address toto@abc.xyz to Infomaniak) but even in this case, the password will most likely be different, once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

When should we specify...

...the connection identifier?

• Let it be for sure. mail.infomaniak.com or app Infomaniak Mail, it is essential to connect with...
  • ... the identifier of your Infomaniak user account...
  • ... and sound password.
• ⚠This will NOT work by directly indicating an email address and its password (if no user account exists with the same spelling and password).

...the e-mail address?

• In an email software/client (such as Microsoft Outlook, Apple Mail, etc.) you need to enter...
  • ...the email address you would like to consult...
  • ...and its password.
• ⚠This will NOT work by indicating the password you use to log in to the Infomaniak interface because this password is very likely different!

Solve a connection problem

It is not necessary to contact Infomaniak Support (which does not have any of your passwords) if...

1. ... you do not manage to connect to interfaces such as mail.infomaniak.com or manager.infomaniak.com for a wrong password question...
   1. The only solution is reset the login password.
2. ... you can't connect your email address to your email software/client (such as Microsoft Outlook, Apple Mail, etc.) for an incorrect password question:
   1. Test the couple's email address / password to check if an error is mentioned.
   2. Reset the password of the email address where applicable.

To be retained

In summary, you have:

• 1 login (in the form of an email address) and 1 password to access...
  • ... in the Mail https://mail.infomaniak.com/
  • ...to the Manager https://manager.infomaniak.com/
• 1 password for each email address hosted by Infomaniak

These two informations may or may not be the same depending on your choice. And if you change one, it will not necessarily change the other unless it has been unified (this will be specified to you - read below).

In which case are passwords unified?

Suppose that within the Mail Service you own in your Infomaniak account, you create an email address named julie@entreprise-familiale.xyz (password 123-Abc).

If then a Infomaniak account...

• ... is created with the same title (julie@entreprise-familiale.xyz - password whatever)...
• ... is the only account to consult the email address julie@entreprise-familiale.xyz via mail.infomaniak.com
• ... has sufficient permissions to change the password of the email address...

... then the unification of the password will be proposed when you will proceed to change the password of the email address from the Infomaniak account in question.

What about the other IDs?

Acquiring other Infomaniak products involves obtaining other identifiers such as those for connections FTP, MySQL, SSH, WebDAV, etc. but they are Fully independent of the two types of identifiers described above.

This guide explains how to access your devices Address books Infomaniak and calendars / calendars Infomaniak.

Be aware of this other guide if you are looking for information on the synchronization of your e-mails.

Preamble

• The Web app Contacts (management of your Address books Infomaniak for all your professional and personal contacts) and the web app Calendar (management of your calendars / calendars Infomaniak for all your events and appointments) can be synchronized so that their content (hosted on Infomaniak servers) appears on your personal devices.
• If your current contacts & calendars are not yet managed within these Infomaniak applications, it will first be necessary to import your data for synchronization to work later.
• The suggested timetables can also be synchronized with your mobile and desktop devices.
• The calendar of anniversaries (calendar that displays the anniversary dates of your contacts when the date is indicated on their address book card) is only visible through calendar.infomaniak.com and cannot be synchronized with CalDAV tools.

Synchronize contacts & calendars (CardDAV/CalDAV)

Click here to open the Infomaniak wizard to configure the synchronization of your Apparatus (macOS, Windows, Linux, Android, iOS) and Common mail software/clients (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.).

Specific guides

OS	Application to be synchronized
	Outlook via CalDav Synchronizer or EVO Collaborator ( Windows)
	Contacts & Calendars ( macOS)
	Contacts & Calendars ( iOS: iPhone, iPad, etc.)
	Contacts & Calendars via kSync ( Android: Huawei, Samsung, Sony, etc.)
++	Mozilla Thunderbird

You can also turning the Calendar or Infomaniak Contacts Web app into a real app to be used on your device.

This guide explains what are the protocols and ports that can be used with e-mail services Infomaniak (Mail Service In particular).

Mandatory Ports and Parameters

When you are asked to do so during a Software configuration or mail application, only use these parameters:

In case you specify other indications,mail errors may occur.

Other supported but not recommended protocols

• port 143 (standard port for Receipt Messages via IMAP)
• port 110 (standard port for Receipt Messages via POP3)‍
• port 995 (secure port for Receipt Messages via POP3s)
• port 587 (alternative port not recommended for consignment Messages via SMTP)
• TLS authentication on SMTP 587 and 25 ports
• STARTTLS authentication for IMAP, POP3 and SMTP
• SMTP authentication (either LOGIN or PLAIN)

TheInfomaniak API does not offer any connection to the mail because IMAP and SMTP are the "API"; for this purpose use a python library as 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);

The mechanism MTA-STS is not set up or verified, Infomaniak using instead DANE which guarantees a encrypted connection under these conditions:

• The customer sends an e-mail to a domain that has DANE.
• The client receives an e-mail from a SMTP server that DANE.
• In all other cases, it will be a random connection that does not guarantee 100% that the connection will be encrypted.