Knowledge base

This guide explains how to activate an answering machine (automatic e-mail message "out of office") on an email address managed by Infomaniak. You will be able to inform your correspondents that you are not able to answer them immediately, because you are absent, on holiday, etc.

Preamble

• Automatic response in case of absence can be enabled from the web app Mail Infomaniak (online service) mail.infomaniak.com) and since Manager where all the addresses of a Mail Service are managed.
• You can enable or disable an already registered message, but there cannot be multiple active answering machines on the same email address: the activation of one message disables another if necessary

Enable the answering machine from the Mail Infomaniak Web app

Prerequisites

• Having permission to handle the answering machine: 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 activate the message of absence:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Click on the icon Parameters ‍ Top right.
3. Check or select the relevant email address from the drop-down menu in the left side menu.
4. Click on Responder:
   
5. Enable the automatic message, if any, or read below.

Enable the answering machine from the Infomaniak Manager

To enable the absence message from the Manager:

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 tab Responder and signatures.
5. Enable the automatic message, if any, or read below.

Writing the message of absence

To manage the message that will have to be automatically sent in response, click on Add:

later:

• A: Enter a name for your answering machine (in order to distinguish it from other messages if you create more than one).
• B: Define whether the automatic response should be repeated on specific days of the week.
• C: Set an end date/time if the message is no longer to be sent beyond a certain period of time.
• D: Set a start date/time if the message is expected in advance for a specific period in the future.
• E: Write your message of absence.
• F: Show advanced settings.
• G: Set a possible other email address that will be used to send your automatic message of absence (the address must be checked in advance).
• H: enter specific email addresses (or @domain.xyz for an entire domain) to prevent them from receiving this message of absence.

then click the blue button at the bottom right for Add the message.

Once added, you can turn it on or off:

You can also edit a message already saved by the icon pencil To the right.

How often is the automatic response sent?

Your reply is not sent only once‍ to people who send you messages.

However, if the same sender sends you a new e-mail 7 days after the previous one and your automatic answering machine is still activated, an automatic response is sent back to remind him that you do not have access to your e-mail.

Be careful if you try on your address it is normal that it does work. than the first time In subsequent tests, the answering machine no longer sends the message when it detects that the message comes from an address that has already sent a message before. You will therefore have to try again from another email address.

You can reset the 7-day counter to zero by clicking on Reset when you post your message:

Go further with the models

Custom templates can be applied as soon as a new email address is created on your Mail Service e.g., or in bulk on all addresses in your domain. Read more

This guide explains how copy the content of one or more email addresses in other suppliers, on one or more email accounts managed by Infomaniak, thanks to theimport tool Infomaniak!

Preamble

• The previous provider may be Gmail, Yahoo, Outlook.com, Swisscom, Hotmail, etc.
• The Total from the outer box will be imported.
• Once the import process is started, it is not as much as possible of interrupting it.
• A confirmation e-mail is sent once the copy has been completed.
• The abolition of duplicates (in case of successive imports) is managed.
• It is also possible to copy the content already on an email address of which Infomaniak is the provider (@ik.me for example).

Copy emails from another provider to Infomaniak

Prerequisites

• Order Mail Service to Infomaniak.
• Create one or more addresses on this Mail Service.
• The email address whose content must be copied must have been used (or be compatible) with IMAP Protocol.
• The email address to which the content must be copied must be included in the addresses attached to your interface mail.infomaniak.com ; if it is not included, the drop-down menu (see point 9 below) will not offer this address — this is not a pre-requisite for batch importation (file) .csv).

Click on the link corresponding to the courier provider to be imported:

• Addresses @ Bluewin
• Addresses @ Gmail (or address @ custom domain Google)
• Addresses @ GMX
• Addresses @ custom domain Microsoft 365
• Addresses @ custom domain Swisscom
• Addresses @ Yahoo

Guide for any other e-mail provider:

1. Click here in order to gain access to Infomaniak import tool (online service) https://import-email.infomaniak.com).
   
2. Log in if necessary to your Infomaniak account on the organization of your choice (import will be made to an email address attached to the Mail Infomaniak interface the account you are using).
3. Click on the Single import.
4. Fill in the left field with your Departure email address (the content of which is to be copied).
5. Fill in the right field with the password of the same e-mail address.
6. If necessary, modify the Advanced Parameters in order to specify a IMAP server address.
7. Click on Confirm:
   
8. If necessary, enter a second e-mail address intended to be imported at the same time.
9. Choose on which email address import e-mails; the drop-down menu lists the email addresses currently attached to your interface Infomaniak Mail the Infomaniak account with which you are connected (read the prerequisites above)
   
10. After selecting the desired destination address from the list, click the blue button Import e-mails.
11. The copy starts and continues in the background, you can close the window that appears, a confirmation e-mail will be automatically sent to all email addresses affected by the operation after the import has been completed, mentioning the number of messages copied.

Repatriate the contents of multiple email addresses by lot

To import the content of several email addresses (maximum 25 by 25) — except addresses Google because of its authentication method.:

1. Click here in order to gain access to the import tool per batch (online service) https://import-email.infomaniak.com).
2. Select Import multiple email addresses from a CSV file (format .csv) :
   
3. Download the model CSV proposed as an example in order to create one with the right information necessary for copying.
4. Load the file with the button Select a CSV file.
5. Once the file is loaded on the tool page, select Import Email Address.
6. Wait while copying the contents of the addresses ( a confirmation e-mail is sent once the copy has been completed).

This guide explains how to connect the mobile app Apple Mail on iOS at an email address hosted by Infomaniak.

Preamble

• The 3 update methods offered by Apple Mail are:
  • Push
  • Recovery
  • Manual
• The method Push will not, however, be not available when setting up an address outside iCloud! To avoid this:
  • It is recommended that you configure your iOS device automatically via configuration profiles .mobileconfig Apple compatible, or use the app Infomaniak Mail (iOS) to benefit from a type update method Push.
• Infomaniak messaging is compatible with any application supporting in particular IMAP/SMTP.
  • For additional assistance contact the support of the software used or Partner — discover also the role of the host.

Manually add the email address to the application

Prerequisites

• Create the address within an Infomaniak Mail Service (or with the free offer) ik.me).
• Having added the email address in question on Mail Infomaniak to use the synchronization wizard and to make the Apple profile work on your devices.
• Test the password of the e-mail address ( without confusing it with the one used to connect to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

To configure the email application:

1. Open the app.
2. Click on Other account:
   
3. ‍Enter the information such as the email address to be attached and its password.
4. Click on Next:
   
5. The application mentions certain fields as optional But it's not at all.:
   
6. Check and complete the missing information.
7. Click on Next:
   
8. That's it, your email address is now set up in the app:
   

Recommended parameters

• Incoming IMAP server mail.infomaniak.com
• IMAP port 993 (with SSL)
• Outgoing SMTP server mail.infomaniak.com
• SMTP port 465 (with SSL)
• Username/username adresse mail complète & entière ( ? )
• Password celui attribué à l'adresse mail en question ( ? )
• Mandatory authentication for sending e-mails:
  • It activates in the SMTP settings of your application.
  • Check " use the same settings as the incoming server"or, depending on the software/mail clients, provide a user name (= complete & full email address) and password.

Be aware of this other guide if you are looking for information about other ports and courier protocols compatible.

In case of a problem

It is not necessary to contact Infomaniak Support if your email address works well outside the application. The most common error is the use of an incorrect password. The troubleshooting guides help you solve a possible problem:

• Learn about the solutions given in this other guide about messaging in general.
• Remove any Apple configuration profiles linked to your Infomaniak email before restarting the configuration.

And if your Apple Mail no longer works at the sending level (SMTP server disconnected or absent e.g.) or since a change of email password, be aware of this other guide.

This guide explains how to use Gmail (Google app for iOS / Android devices or computer on gmail.com) to consult an email address hosted by Infomaniak.

Preamble

• It is recommended to use the mobile app Infomaniak Mail to benefit from the Infomaniak security benefits.
• Infomaniak messaging is compatible with any application supporting in particular IMAP/SMTP.
  • For additional assistance contact the support of the software used or Partner — discover also the role of the host.

Use the Gmail mobile app

To add in IMAP the email address managed at Infomaniak in your Gmail app (official guide):

1. See you in the Parameters Gmail.
2. Press Add Account.
3. Choose Other.
4. Enter the e-mail address that you want to use.
5. Choose account type IMAP.
6. Come in. password from the e-mail address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (receipt):
     
   • Outgoing SMTP server (delivery):
     
8. Complete the addition of the address.

Import your "Infomaniak" e-mails to Gmail

Here is an alternative solution; e-mails that arrive at your email address will be returned as and when on Gmail via protocol POP3 (not IMAP as above):

1. Be aware of this Google guide, tab "Ordinator", starting from Step 2: Edit Gmail Settings.
2. Use this login information:
   1. name of POP server mail.infomaniak.com
   2. port 995 (check the box SSL connection)

Send "Infomaniak" e-mails from Gmail

It is also possible to configure Gmail to be able to send emails from an email address hosted by Infomaniak from their interface:

1. Be aware of this Google guide.
2. Uncheck box Treating as an alias.
3. Use this login information:
   1. name of SMTP server mail.infomaniak.com
   2. port 465 (check the box Secure SSL connection (recommended))

Edit your configuration

If necessary (follow-up to point 2 above):

This guide explains how to regain access to Infomaniak's tools (manager.infomaniak.com and mail.infomaniak.com) in case of a forgotten password or login ID.

Introduction

• To log in within an Organization managing one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:
  1. A login email address (username).
  2. The password chosen during registration.
  3. An additional code if 2FA (two-factor authentication) is enabled.
• If you can access the platform but are missing a password for one of your email addresses, please refer to this other guide.

Forgotten...

... the user account password

If you forgot this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter your Infomaniak account login email.
3. Select the preferred recovery option or follow the identity verification procedure by clicking “You have no access to any option.”

... the user account login email

During registration, you were required to provide a phone number; you can retrieve your login email using your phone number:

1. Click here to retrieve your login email.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two possible outcomes:

1. The system identifies your account: you can then choose how to receive your login ID.
2. If not: follow the on-screen assistant to proceed with identity verification manually or via kCheck:
   

What if the email address no longer exists...

If you have an Infomaniak account where the login ID is in the form of toto123@yahoo.com, there's no issue if the email address toto123@yahoo.com is deleted or no longer valid. Simply log in one last time to the Infomaniak Manager using this ID toto123@yahoo.com and refer to this other guide to update your login email.

However, if the email address used as an ID is hosted by Infomaniak (e.g., anna789@assoziation.ch) and an administrator deletes this email address or cancels the Mail Service “assoziation.ch,” the situation is different: you will automatically receive an email at your secondary address and an SMS at the mobile phone number specified in your user account:

Logging in with your old "email/password" combination will no longer work. You must follow the instructions in the SMS:

1. Click here to access the login page.
2. Enter the username specified in the SMS (typically your account initials followed by a sequence of numbers).
3. Enter your usual password (it remains unchanged).
4. Enter the new required information.
5. You will be reconnected to your account.

The following animation illustrates this process called "Infomaniak-Recovery" (or “login address in progress of change” for kSuite users):

1. Login is impossible with the old credentials…
2. Login is mandatory using the SMS information…
3. And updating the information to reconnect:
   
   

This guide explains how to create an alias, i.e. a variant of your usual email address without having to add a new address to your existing Mail Service.

Preamble

• The number of aliases per email address is limited to 50.
• To change what's coming after the arobase @, use of the aka areas.
• An alternative feature is presented here.

Operation of an alias

It is possible to create alternative versions of your email addresses, by modifying what comes before the arobase @.

For example:

• john-peter.smith@domain.xyz is a long email address...

It can be shortened and used as follows:

• jps@domain.xyz

In this example we must therefore create a aliases "jps" on the address "john-peter.smith".

Then if a person writes to jps@domain.xyz, his message will arrive in the box of the main address (john-peter.smith@domain.xyz).

If a person writes to john-peter.smith@domain.xyz AND jps@domain.xyz in copy (CC), his message will arrive Double in the box of the main address (john-peter.smith@domain.xyz).

Add an alias from the Mail Infomaniak Web app

Prerequisites

• Having permission to managing aliases: 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.

Then to add an alias:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Click on the icon Parameters ‍‍ Top right.
3. Check or select the relevant email address from the drop-down menu in the left side menu.
4. Click on Alias 
   
5. Click on Add an alias to create a variant of your email address
6. Click on Add

Add an alias from the Mail Service

To access the 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 tab Redirection and Alias or from the left side menu on Redirect and Alias.
5. Click the blue button Add an alias:
   
6. Enter the desired alias (which comes before the arobase @).
7. Click on Validate to save changes.

This guide explains how to remove folders that appear grey on the Web Mail Infomaniak app (online service) mail.infomaniak.com) or in some software/mail clients such as Apple Mail, Mozilla Thunderbird or Microsoft Outlook.

Ghost folders

Some email software/clients like Microsoft Outlook allow to create non-existent folder subfolders. P.ex it is possible to create the folder /abc/klm/xyz while the file "klm‍" does not exist.

On Mail Infomaniak or in other software/mail clients, ghost folders like folder "klm" of this example appear in grey and cannot be removed directly.

To remove these ghost folders, it is necessary to remove their subfolders beforehand (in this example: xyz).

Recalcitrant files

If, when viewing your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted as they reappear instantly, here is a procedure recommended by Microsoft to solve this problem:

Reset IMAP cache

To this end:

• Close Outlook.
• Access the folder where your Outlook data files are stored: C:\Users\[Votre Nom d'Utilisateur]\AppData\Local\Microsoft\Outlook.
• Find the file .ost associated with your IMAP account (e.g. Infomaniak) and delete it (the file will be automatically recreated when Outlook is reopened).
• Open Outlook and let it resynchronize your emails and folders.

Search for hidden folders in Outlook

To this end:

• In Outlook, go to the "File" tab and select "IMAP Files".
• Click on "Request" and search for the ghost folder.
• If you find the folder, try unsubscribe from it, then delete it.

Using the MFCMAPI tool

MFCAPI is a tool for managing mailboxes at a low level and removing persistent folders:

• Download MFCMAPI from the official website (Select version x86 or x64 depending on your system).
• Run MFCMAPI and go to Session > Logon Select your Outlook profile.
• In the MFCMAPI window, expand the mailbox associated with your IMAP account and locate the ghost folder.
• Right-click on the folder and select "Delete folder". Choose "Hard Delete" for permanent deletion.

Check folder properties in Outlook

To this end:

• Right-click on the ghost folder in Outlook, then select "Properties".
• Check if there are any unusual parameters. Reset or modify the settings if necessary, then try again to delete the folder.

Recreate Outlook Profile

If previous steps fail, recreating your Outlook profile can be an effective solution:

• Save your important data before you go on.
• Go in. Panneau de configuration > Courrier > Afficher les profils > Ajouter.
• Follow the instructions to set up a new email account.
• Set this new profile as the default profile and open Outlook.
• Check if the ghost folder persists after creating the new profile.

By following these steps, you should be able to solve the problem of ghost folders in Outlook IMAP.

This guide explains how to make one of your calendars / calendars public from the Web app Calendar Infomaniak (online service) calendar.infomaniak.com for the management of your events and appointments).

Preamble

• You will get a URL specific to your calendar at format .ics that Calendar (ex-iCal Apple), Calendar (ex-iCalendar Microsoft), Thunderbird (ex-Lightning Mozilla) or Google Agenda can recognize to display your calendar:
  
• The data contained in the shared calendar will no longer be private but will only be available for read only to users who "subscribe to it."
• The frequency of ad hoc updates by the application that subscribes to the URL of your calendar must be defined on the application in question.
• PHP scripts (not provided) also allow parse such files allowing you e.g. to include events on a website.
• Be aware of this other guide to configure synchronization of your calendars or calendars this other guide to share a calendar/agenda with your employees with different permissions.

Enable public sharing of Infomaniak calendar

To share an agenda publicly:

1. Click here to access the web app Calendar Infomaniak (online service) calendar.infomaniak.com).
2. Click on the action menu ⋮ to the right of a calendar.
3. Click on Share.
4. Activate the toggle switch for public sharing.
5. Click on the icon to copy the address to the clipboard:
   
   • It is possible at any time to remove public access from this sharing page (see point 4 above):
     

This guide explains what a web host like Infomaniak is and what its role is. Will technical support e.g. be able to help design a website or troubleshoot a bug on a user's computer?

Infomaniak, host since 1996

According to Wikipedia, one web hosting is a company that provides Internet hosting of various and varied computer systems to individuals or entities who do not wish to do so by their own means.

Infomaniak is also...

• ... decades of experience: it is a world-renowned hosting & online solutions player, who loves what it does and wants to offer high-end solutions at affordable prices by continuously improving its services according to market trends and customer needs
• ... more than a million users in Switzerland and Europe; CHF 36.5 million in turnover in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• ... enterprise certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, as the creation of the most ecological Datacenter in Switzerland; it compensates for CO2 emissions from its activities and the energy used is of renewable origin
• ... 100% technological know-how "Swiss made" : all customer data are hosted on servers in Switzerland owned by Infomaniak; its solutions are systematically developed and maintained by hundreds of Geneva and Winterthur employees
• ... more than 1,000 articles and videos ; the knowledge base allows customers to immediately find an answer to the vast majority of questions and it is possible at any time to contact Infomaniak support

Infomaniak's responsibilities and limits of intervention

As a Web and Mail host, Infomaniak's main activities are: Install, secure and maintain servers to protect them from malicious attacks.

Infomaniak also ensures that continuously evolve its web interfaces (Manager) and its infrastructure based on customer returns, latest technologies and market needs. Finally, Infomaniak is also here to accompanying its customers in the various stages of Use of services.

On the other hand, Infomaniak does not interfere with server content or website development Indeed, the creation or maintenance of a site is a different profession; Infomaniak employs webmasters and developers for its own site, its own applications & tools.

Technical support limits

In particular, the Technical Support Department will not be able to help you...

• ... solve problems related to the development of the site (Fatal Error, etc.) or its updates
• ... put solutions in place (e.g. "Hello I want you to help me set up all my Swiss Backup", “migrating from my site")
• ... manually install WordPress
• ... take control of your computer remotely with TeamViewer or similar
  etc.

But he'll be able to see you at...

• ... solving problems related to the infrastructure or the Manager
• ... clarify certain processes
  etc.

One Premium assistance exists to meet the more demanding and recurring demands requiring additional time and resources from employees to assist you in an optimal way.

Also discover the Migration Service of Infomaniak.

Find help with a webmaster

For external help regarding the content of your site or the organization of your emails, you can contact one of the Infomaniak partners.

Making an invitation to tender

The Infomaniak tender platform There are more than 1000 verified companies in Switzerland, France, Belgium, Italy and Spain. This is the fastest way to find a webmaster, UX designer, IT technician, web agency or a communications and marketing agency near you; or Browse the directory.

This guide explains how to add an email address to the Infomaniak Web app Mail (online service mail.infomaniak.com), which allows you to manage one or more email addresses hosted by Infomaniak.

Prerequisites

• Own an email address and an Infomaniak user account.

or

• Be invited to use an email address and follow the process below:

1. Open the invitation link to use the email address.
2. Choose the option Create my account (free).
3. Enter your First name, Last name, and Phone number.
4. Choose a login email address (you may use the Infomaniak email address you are invited to use) and set a password.
5. Click on Use my address to access your Infomaniak mailbox.

Link an email address

To add and check an email address:

1. Click here to access the Infomaniak Web app Mail (online service mail.infomaniak.com).
2. Click on the chevron ‍ Advanced actions.
3. Click on Add an existing address:
   
4. Enter the email address information (exact and complete name, as well as its password) and define whether the address should be displayed first by default when opening Mail; click the button to Add the address to your user account: