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.

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products, particularly their content:

• Only Infomaniak collaborators handling your support request will have access to it.
• You can revoke this access at any time or wait for 7 days for it to automatically close.

Authorize Support to Access Your Content

You can grant access to certain products for a maximum of 7 days from your user account:

1. Login 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 icon with your initials or avatar at the top right
3. Select Manage My Profile
    
   
    
4. Click on Manage in the Support box
   
5. Authorize access by clicking on the toggle button (allowing one does not allow the other - these are specific authorizations) to:
   1. Content of email addresses linked to the Infomaniak Mail interface
   2. Content of folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. Content of discussions among the existing kChat product(s) in the organizations to which the current user belongs
   

Screenshots

on Windows

Microsoft provides preinstalled software dedicated to screenshots. But to do it manually:

1. Show what you want/need to capture on the screen
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRNTSC, etc.) once
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" 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 desired number of captures

on macOS

1. Press the "cmd" + "shift" (the up arrow) + "3" keys simultaneously
2. With each press of these keys, an image file is created on your computer's desktop

on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons simultaneously (the only two physical buttons)
2. Retrieve the screenshots in the "Photos" app on your device

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

1. Press the Volume Down key (on the edge) and the Lock key simultaneously
2. The captured image is automatically saved in a Screenshots folder in the gallery

Popup Windows

To copy-paste a text message from an error popup in Windows, simply press the "CTRL" + "C" keys on your keyboard to copy the message to the clipboard. You can then paste it ("CTRL" + "V") into the body of the message you send us.

Browser Javascript Console

on Windows

Chrome, Firefox, and Safari: Enter the key combination ctrl + shift + i
Internet Explorer and Edge: Press the F12 key

on macOS

Chrome: Enter the key combination ⌘ + ⌥ + J
Safari: Enter the key combination ⌘ + ⌥ + C

1. Then, click on the icon with a barred circle or similar to reset the log
2. Show the page of your site experiencing the issue
3. The console tab displays JavaScript errors and unfound online resources

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 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 details how to recover emails that may have recently disappeared (e.g., accidentally deleted by the user).

Introduction

• Infomaniak retains 7 distinct backups (= 7 “snapshots”) of each email address's content
• The backup is performed once a day
• It is therefore possible to restore the mailbox to how it was in the last 6 or 7 days
• RECOVERED ITEMS:
  • Emails that no longer exist when you request restoration will be restored to their original location
  • Some settings related to your email address (especially the "auto-responder" and "forwarding" parts) will also be restored if they have changed in the meantime
• ITEMS NOT RECOVERED:
  • Emails moved and not deleted will not necessarily reappear in the expected location since they still exist somewhere in the email account structure - you need to search for them
  • Backup restoration does not include the calendar or the address book
  • Emails not yet present or no longer existing at the time of the daily backup (also see the POP3 section below)
• ITEMS NOT CHANGED:
  • Emails received, created, and stored in different folders (e.g., sent messages) during the period (between the date you want to revert to and the date of restoration) are not affected, they remain present

Restore from Mail Infomaniak

Prerequisites

• Ensure that the deletion occurred less than 7 days ago
• Have valid access to Mail Infomaniak where the email address is associated
• Have permission to manage backups: if you were invited to manage Mail, it is possible that the Mail Service manager has revoked this right from their admin account

To restore emails from the Mail Infomaniak interface:

1. Log in to Mail Infomaniak (mail.infomaniak.com) via a web browser like Brave or Edge
2. Display the email address to be restored from the left sidebar menu
3. Click on Advanced Actions
4. Click on Restore
   
5. Select a Restoration date (only within the last 7 days)
6. Click on Restore Emails
7. Once the restoration is complete, an informational email is sent

Restore from the Mail Service

Prerequisites

• Have admin or legal representative rights on the account where the email address is located
• Ensure that the deletion occurred less than 7 days ago

To restore emails from a Mail Service:

1. Log in to Manager Infomaniak (manager.infomaniak.com) via a web browser like Brave or Edge
2. Click on the ‍ icon at the top right of the interface (or navigate via the left sidebar menu, for example)
3. Select Mail Service (under the Collaborative Tools universe)
4. Click on the relevant object name in the table that appears
5. Click on the relevant email address in the table that appears
6. Click on the Actions on Address button at the top right
7. Click on Restore Emails
   
8. Select a Restoration date (only within the last 7 days)
9. Click on Restore Emails
10. Once the restoration is complete, an informational email is sent

Emails Stored in Unconventional Folders

If you store your messages in folders with unusual names (e.g., folders named Trash or Spam), read the important information presented in this guide.

Users of POP3-configured Email Software/Clients

If you usually check your mailbox with an email client like Outlook and it is configured with the POP / POP3 protocol, you will not be able to restore everything since the backup is performed once a day, retaining only messages that were in the Infomaniak inbox at the time of backup; the same applies to your other folders (e.g., Sent Messages) in the POP3 application: these are not synchronized with Infomaniak and therefore not backed up; thus, you should prefer the IMAP protocol in your email client in the future.

kSync is a free application offered by Infomaniak for smartphones with the Android operating system (Samsung, Huawei, Google Pixel, etc.). It allows you to easily synchronize contacts, calendars/agendas, and tasks between your mobile devices and the tools offered within Infomaniak Mail:

• calendar.infomaniak.com for managing calendars/agendas
• contacts.infomaniak.com for managing contacts/address books

Why Install kSync?

Firstly, configuring synchronization at the email level does not mean that contacts & calendars will also be synchronized. Email syncs via the IMAP protocol, while your contacts & calendars can be synchronized using the cardDAV and calDAV protocols. To facilitate this synchronization on Android, it is recommended to install kSync. On iOS (iPhone, iPad, etc.), it is recommended to use an Apple profile, which can be downloaded from our configuration assistant.

Prerequisites

• Have an Infomaniak Mail account
  
• Download and install kSync on an Android device

What would you like to do?

• Configure kSync
• Add a new address book or calendar from kSync
• Synchronize tasks between Infomaniak Mail and your Android devices
• Force synchronization with kSync
• Generate a specific password in case of two-factor authentication

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 you will use with Infomaniak and what happens if one of the passwords is changed.

Preface

1. As is the case with many other online services, you registered with Infomaniak using a personal email address
2. This serves as your login identifier when you want to access Infomaniak services
3. This identifier has its own password (which you chose when creating your Infomaniak user account - your personal email address, see above)

There is no relation between this identifier/password pair described in points 1/2/3 above and the email addresses you have created or obtained subsequently with Infomaniak.

The only possible relation might be if the spelling is the same (e.g., you registered with the email address toto@abc.xyz and you also manage the email address toto@abc.xyz with Infomaniak) but even then, the password will likely be different, once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

When to specify…

… the login identifier?

• Whether on mail.infomaniak.com or the Infomaniak Mail app, it is essential to log in with:
  • your Infomaniak user account identifier
  • and its password
• ⚠️ This will NOT work by directly specifying an email address and its password (if no user account exists with the same spelling and password)

… the email address?

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

Resolving a Login Issue

There is no need to contact Infomaniak Support (which does not have any of your passwords) if:

1. You cannot log in to interfaces such as mail.infomaniak.com or manager.infomaniak.com due to an incorrect password…
   1. The only solution is to reset the login password
2. You cannot connect your email address to your email software/client (such as Microsoft Outlook, Apple Mail, etc.) due to an incorrect password…
   1. Test the “email address / password” pair to see if an error is mentioned
   2. Reset the email address password if necessary

In Summary

In summary, you have:

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

These two pieces of information may be the same or different 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 - see below).

When are passwords unified?

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

If then an Infomaniak account

• is created with this same title (julie@entreprise-familiale.xyz - password doesn’t matter)
• is the only account to check the email address julie@entreprise-familiale.xyz via mail.infomaniak.com
• has sufficient permissions to change the email address password

then the password unification will be offered when you proceed to change the email address password from the relevant Infomaniak account.

And the other identifiers?

Acquiring other Infomaniak products involves getting other identifiers such as those for FTP, MySQL, SSH, WebDav, etc., but they are completely independent of the 2 types of identifiers described above.

This guide explains how to access your Infomaniak address books and calendars from your devices.

Please refer to this other guide if you are looking for information on synchronizing your emails.

Introduction

• The Web app Contacts (managing your Infomaniak address books for all your professional and personal contacts) and the Web app Calendar (managing your Infomaniak calendars for all your events and appointments) can be synchronized so that their content (hosted on Infomaniak's servers) appears on your personal devices.
• If your current contacts & calendars are not yet managed within these Infomaniak applications, you will first need to import your data so that synchronization can work afterward.
• Additional calendars (birthday dates of your contacts when the date is entered in their address book profile or holidays) cannot be synchronized with CalDAV tools.

Synchronize contacts & calendars (CardDAV/CalDAV)

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

Specific guides

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

 You can also turn the Infomaniak Web app into a real application to use on your device.