Knowledge base

This guide explains how to change the password of an email address from Mail Infomaniak.

Introduction

• to change the password of the mailbox on Mail Infomaniak, you must be logged in with the user account that is already successfully accessing the email address for which you want to change the password
  • understand the difference between the email address and your Infomaniak login ID (which is written like an email address but does not necessarily have the same password)
  • if necessary, first attach the email address for which you want to change the password on Mail
• changing the mailbox password on Mail Infomaniak means changing the IMAP/SMTP password
  • as soon as the password is changed, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility)
• if the email address is linked to a Mail Service and the password change is not possible from Mail, you can also apply a new password from the Mail Service Manager itself

Change the password from Mail Infomaniak

Prerequisites

• have valid access to Mail Infomaniak where the email address is successfully linked
• have permission to manage the password: if you were invited to Mail to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account

To change the password of an email address already linked in Mail without having to provide the previous password:

1. log in to Mail Infomaniak (mail.infomaniak.com) using a web browser like Brave or Firefox
2. click on the ‍ icon at the top right of the interface
3. click on General in the left sidebar menu
4. click on Password
5. click on Edit to the right of the relevant email address
6. enter the new password for the email address
7. repeat the entry of the new password a second time
8. click on Save the new password

This guide explains how to activate an autoresponder ("out of office" email message) on an email address managed with Infomaniak.

This allows you to inform your correspondents that you are currently unable to respond immediately because you are away, on vacation, etc.

Preamble

The automatic response in case of absence can be activated from Mail Infomaniak and from the Manager where all addresses of a Mail Service are managed.

You can activate or deactivate a message already saved, but there cannot be multiple active responders on the same email address: activating one message deactivates another if applicable.

Activate the responder from Mail

Prerequisites

• have a valid access to Mail Infomaniak to which the email address is attached
• have permission to modify the responder: if you were invited to Mail to manage your address, it is possible that the manager of the Mail Service has removed this right from his admin account

To activate the out-of-office message from Mail:

1. log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon in the top right corner of the interface
3. verify or select the relevant email address from the drop-down menu
4. click on Responder
   
5. enable the automatic message if necessary or read below

Activate the responder from the Manager

To activate the out-of-office message from the Manager:

1. log in to the Manager Infomaniak (manager.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon in the top right corner of the interface (or navigate through the left side menu, for example)
3. select Mail Service (universe Collaborative Tools)
4. click on the name of the relevant object in the displayed table
5. click on the relevant email address in the displayed table
6. click on the Responder and Signatures tab
7. enable the automatic message if necessary or read below

Write the out-of-office message

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

then:

• A: enter a name for your responder (to distinguish it from other messages if you create multiple ones)
• B: set whether the automatic response should be given recurrently on specific days of the week
• C: set an end date/time if the message should no longer be sent beyond a certain duration
• D: set a start date/time if the message is planned in advance for a specific period in the future
• E: write your out-of-office message
• F: display advanced settings
• G: set another email address that will be used to send your automatic out-of-office message (the address must be verified beforehand)
• H: enter specific email addresses (or @domain.xyz for an entire domain) to prevent them from receiving this out-of-office message

then click on the blue button at the bottom right to Add the message.

Once added, you can enable or disable it:

You can also edit a saved message by clicking on the pencil icon on the right.

How often is the automatic response sent?

Your response is sent only once to people who send you messages.

However, if the same sender sends you a new email 7 days after the previous one and if your automatic responder is still enabled, an automatic response is sent to him again to remind him that you do not have access to your mailbox.

So be careful if you test it on your address it is normal that it only works the first time. In subsequent tests, the responder no longer sends the message when it detects that the message comes from an address that has already sent a message before. So you will need to make a new attempt from another email address.

You can reset the 7-day counter by clicking on Reset when editing your message:

Go further with templates

Custom templates can be applied when creating a new email address on your Mail Service for example, or en masse on all addresses of your domain. Learn more

This guide explains how to copy the content of one or more existing email addresses from other providers to one or more email accounts managed by Infomaniak, using the Infomaniak import tool!

Introduction

• The previous provider can be Gmail, Yahoo, Outlook.com, Swisscom, Hotmail, etc.
• It is also possible to copy content already located on an email address for which Infomaniak is the provider (ik.me for example)
• Once the import process has started, it cannot be interrupted
• The entire external mailbox will be imported
• Duplicate removal (in case of successive imports) is managed
• A confirmation email is sent once the copy is complete

Copying emails from another provider to Infomaniak

Prerequisites

• Order a Mail Service from Infomaniak
• Create one or more addresses on this Mail Service
• The email address from which the content must be copied must have been used (or be compatible) with the IMAP protocol
• The email address to which the content must be copied must be among the addresses linked to your mail.infomaniak.com interface; if it is not listed, the dropdown menu (see point 9 below) will not offer this address — this is not a prerequisite for batch import (CSV file)

Click on the link corresponding to the provider of the email to import:

• Gmail addresses (or custom domain Google)
• custom domain Microsoft 365 addresses
• custom domain Swisscom addresses
• Yahoo addresses

Guide for any other email provider:

1. Go to the address https://import-email.infomaniak.com/
   
2. If necessary, log in to your Infomaniak account on the organization of your choice (the import will be made to an email address linked to the Infomaniak Mail interface of the account you are using)
3. Click on "single import"
4. Fill in the left field with your source email address (the content of which is to be copied)
5. Fill in the right field with the password for that same email address
6. If necessary, modify the Advanced Settings to specify an IMAP server address
7. Click on Confirm
   
8. If necessary, enter a second email address to be imported at the same time
9. Choose which email address to import the emails to; the dropdown menu lists the email addresses currently linked to your Infomaniak Mail interface for the Infomaniak account you are logged into (read the prerequisites above)
   
10. After selecting the desired destination address from the list, click on the blue button Import Emails
11. The copy begins and continues in the background; you can close the window that appears, a confirmation email will automatically be sent to all email addresses involved in the operation once the import is complete, mentioning the number of messages copied

Importing the content of multiple email addresses in bulk

To import the content of multiple email addresses (up to 25 at a time):

1. Open the bulk transfer assistant (https://import-email.infomaniak.com)
2. Select "Import multiple email addresses from a CSV file" (CSV format)
   
3. Download the provided CSV template example to create one with the correct information needed for the copy
4. Upload the file using the Select a CSV file button
5. Once the file is uploaded on the tool page, select Import email address
6. Wait while the content of the addresses is copied (a confirmation email is sent once the copy is complete)

This guide explains how to use Google Gmail (Gmail application for smartphone or computer on gmail.com) to access an email address hosted by Infomaniak.

Using the Gmail application (iOS / Android / etc.)

To add the Infomaniak-managed email address to your Gmail application via IMAP:

1. Go to Gmail Settings
2. Tap on Add account
3. Choose Other
4. Enter the email address you want to use
5. Choose account type IMAP
6. Enter the password for the email address
7. Use the unique information mail.infomaniak.com when a server name is requested:
   1. Incoming server (receiving)
      
   2. Outgoing server (sending)
      
8. Finish adding the address

Importing your "Infomaniak" emails into Gmail

Here is a second solution; emails that arrive at your email address will be fetched over time to Gmail via the POP3 protocol (not IMAP as above):

1. Create/own an email address and its password via https://manager.infomaniak.com/
2. Have an account with Google
3. Follow the steps in the guide https://support.google.com/mail/answer/2128 under the "Computer" tab from step 2 onwards
4. Use the unique information mail.infomaniak.com when a server name is requested

Sending "Infomaniak" emails from Gmail

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

1. Consult and follow the steps in the guide https://support.google.com/mail/answer/22370
2. Uncheck the box Treat as alias https://support.google.com/a/answer/1710338
   
3. Use the unique information mail.infomaniak.com when a server name is requested

Modify your configuration

If necessary (following point 2 above):

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

Introduction

• the number of aliases per email address is limited to 50
• users of the free @ik.me email (+ etik.com, etc. but excluding Mail Service Starter) do not have the ability to create aliases; an alternative feature is presented here
• to modify what comes after the @ sign, use alias domains here
   

How an alias works

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

For example:

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

This can be shortened and used as:

• jps@domain.xyz

In this example, you would create an alias "jps" for the address "john-peter.smith".

Then, if someone writes to jps@domain.xyz, their message will arrive in the main inbox of the primary address (john-peter.smith@domain.xyz).

If someone writes to john-peter.smith@domain.xyz AND jps@domain.xyz in CC, their message will arrive twice in the main inbox of the primary address (john-peter.smith@domain.xyz).

Add an alias from Mail Infomaniak

Prerequisites

• have valid access to Mail Infomaniak where the email address is linked
• have permission to manage aliases: if you were invited to Mail to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account

Then, to add an alias from Mail Infomaniak:

1. log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon ‍ in the top right corner of the interface
3. check or select the relevant email address from the dropdown 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. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon ‍ in the top right corner of the interface (or navigate using the left sidebar menu, e.g.)
3. select Mail Service (universe Collaborative Tools)
4. click on the name of the relevant object in the displayed table
5. click on the relevant email address in the displayed table
6. click on the tab Forwarding and Aliases or from the left sidebar menu on Forwarding and Aliases
7. click the blue button Add an alias
   
8. enter the desired alias (what comes before the @ sign)
9. click on Validate to save the changes

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) if you have forgotten your password or login ID.

Logging into the Infomaniak Manager

To log into an organization managing one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:

1. a login email address, which is the email address used as the user account identifier
2. and the password chosen during registration, which may be:
   1. different if it has been changed since registration
   2. not necessarily the same as the password you know if you use the email, even if it is spelled the same (e.g., anna@domain.xyz and anna@domain.xyz) - read this guide to learn more
3. and an additional code if 2FA (two-factor authentication) is active - read this guide if you have trouble obtaining the code with kAuth

You have forgotten...

... the user account password

If you have forgotten this password, follow the password reset procedure:

1. click on the following link: https://login.infomaniak.com/recover/password
2. enter the login email address of your Infomaniak account
3. choose the desired recovery option or follow the identity verification procedure by clicking “You don’t have access to any options”

... the login email address for the user account

During registration, you had to provide a phone number; it is possible to retrieve the login email address from your phone number:

1. click on the following link: https://login.infomaniak.com/recover/email
2. enter your mobile number
3. enter (if necessary) your recovery email address

Two scenarios are then possible:

1. the system manages to identify your account: choose how to receive your login ID
2. if not: follow the on-screen assistant to verify your identity manually or via kCheck
   
   

What if the email address no longer exists...

If you have an Infomaniak account where the login ID is of the form toto123@yahoo.com, there's no problem if the email address toto123@yahoo.com is deleted or no longer valid; you just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and follow this guide to change your login email address.

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

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

1. go to login.infomaniak.com from a web browser like Brave or Edge
2. enter the username specified in the SMS (usually the initials of your account and a sequence of numbers)
3. the usual password (it hasn't changed)
4. enter the new information requested
5. you will be logged back into your account

The following animation shows this "Infomaniak-Recovery" procedure:

1. the impossible login with old credentials
2. the mandatory login using the SMS information
3. and the update of information for reconnecting:

This guide explains how to delete folders that appear in gray in Mail or in certain email clients such as Apple Mail, Mozilla Thunderbird, or Microsoft Outlook.

Ghost Folders

Some email clients like Microsoft Outlook allow you to create subfolders of nonexistent folders. For example, it's possible to create the folder /abc/klm/xyz even though the folder "klm" doesn't exist.

In Mail or other email clients, ghost folders like the "klm" folder in our example appear in gray and cannot be deleted directly.

To delete these ghost folders, you need to delete their subfolders first (in our example: xyz).

This guide explains how to make one of your calendars/schedules public from the Calendar product. The data contained therein will no longer be private.

Enable Public Sharing

To share a calendar publicly:

1. Log in to Calendar (calendar.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the action menu ⋮ to the right of an address book
3. Click on Share
   
   
4. Enable the button for public sharing:
   

You will then get a URL specific to your calendar in .ics format that Calendar (formerly Apple's iCal), Calendrier (formerly Microsoft's iCalendar), Thunderbird (formerly Mozilla's Lightning), or Google Calendar can recognize to display your calendar (with occasional updates to be defined on the application used):

PHP scripts (not provided) also allow parsing such files, allowing, for example, the inclusion of events on a website.

It is always possible to remove public access from the table visible on this sharing page.

This guide explains what a web host like Infomaniak is and what its role is. For example, can the technical support help with designing a website or troubleshoot a bug that appeared on a user's computer?

Infomaniak, hosting provider since 1996

According to Wikipedia, a web host is a company that provides internet hosting services for various computing 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 recognized player worldwide in hosting & online solutions, who loves what it does and aims to offer high-end solutions at accessible prices while continuously improving its services based on market trends and customer needs
• over one million users in Switzerland and Europe; CHF 36.5 million in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, such as creating the most ecological data center in Switzerland; it offsets the CO2 emissions generated by its activities and the energy used is renewable
• 100% Swiss-made technological expertise: all customer data is hosted on servers in Switzerland owned by Infomaniak; its solutions are systematically developed and maintained by hundreds of employees based in Geneva and Winterthur
• with over 1,000 articles and videos, the knowledge base allows customers to immediately find answers to the vast majority of questions, and it is always possible to contact Infomaniak support

Infomaniak's Responsibilities and Intervention Limits

As a web and mail host, Infomaniak's main activities are to install, secure, and keep servers up to date, particularly to protect them from malicious attacks.

Infomaniak also ensures to continuously evolve its web interfaces (Manager) and its infrastructure based on customer feedback, the latest technologies, and market needs. Finally, Infomaniak is also there to support its customers through the various stages of using its services.

However, Infomaniak does not intervene in server content or website development. Indeed, creating or maintaining a website 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 with:

• solving issues related to website development (Fatal Error, etc.) or its updates
• setting up solutions (e.g., "hello, I want you to help me set up my entire Swiss Backup", “migrate my site”)
• manually installing WordPress
• remotely controlling your computer with TeamViewer or similar
  etc.

but it can assist you with:

• resolving issues related to infrastructure or the Manager
• clarifying certain processes
  etc.

A Premium support option exists for more demanding and recurring requests requiring additional time and resources from staff to assist you optimally.

Finding Help from a Webmaster

For external help related to your site's content or organizing your messaging systems, you can contact one of Infomaniak's partners.

Request a Quote

The Infomaniak quote platform lists over 1,000 verified companies in Switzerland, France, Belgium, Italy, and Spain. It is the fastest way to find a webmaster, UX designer, IT technician, web agency, or marketing and communication agency near you; or browse the directory.
 

This guide explains how to view and modify the access ID for your user account on the Manager, the management interface and dashboard for your Infomaniak products. This same ID also allows you to log in to Infomaniak Mail and various iOS/Android applications like kDrive, Infomaniak Mail, etc.

View the Currently Connected ID

To go to the user profile section:

1. Log in 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 your avatar at the top right
3. The current login ID is displayed:
    
   

Modify the ID (Login Email)

Prerequisites

• The access ID is an email address that must exist and be accessible to you
• The new email address must be different from the recovery email address
• The new email address must not already be used as a login ID on another user account (otherwise, consider inviting it first to the client account to grant it all rights and then remove the old account with the old ID)

To modify the ID of your user account:

1. Log in 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 your avatar at the top right
3. Select Manage My Profile
4. From the Login Settings box, select Edit under your login email address
   
5. Enter a new login email address
6. Enter the login password for your Infomaniak account, then click Save