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

Preamble

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

You have forgotten...

... the password for the user account

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

1. Click here to reset your password.
2. Enter the email address associated with your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You have no access to any option”.

... the login email address for the user account

When you signed up, you had to provide a phone number; it is possible to recover the login email address using your phone number:

1. Click here to retrieve your login email address.
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: then choose how to receive your login identifier.
2. Otherwise: follow the on-screen assistant to manually verify your identity or via kCheck:
   

And 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login ID is in the form of toto123@yahoo.com, there is no issue if the email address toto123@yahoo.com is deleted or no longer valid.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 familiarize yourself with this other guide to change your login email address.

However, if the email address used as the 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 automatically receive an email at the secondary address and an SMS on the mobile phone number specified in your user account:

The connection using your old "email address / password" combination will no longer work. You must follow the SMS instructions:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a series of numbers).
3. Enter the usual password (it hasn't changed).
4. Enter the requested new information.
5. You will be logged back into your account.

The following animation shows this procedure called Infomaniak-Recovery" (or “connection address being changed” for kSuite users):

1. The connection is impossible with the old credentials…
2. The mandatory connection using the information from the SMS…
3. And the update of the information for reconnection:
   
   

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

Introduction

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

Manually add the email address to the application

Prerequisites

• Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
• Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
• Check on Service Mail that the automatic diagnostic is correct.
• Have added the email address in question to Mail Infomaniak to use the synchronization assistant and for the Apple profile to work on your devices.

To configure the mail application:

1. Open the application.
2. Click on Other account:
   
3. ‍Enter the information such as the email address to attach as well as its password.
4. Click on Next:
   
5. The application indicates that some fields are optional but they are not at all:
   
6. Check and complete the missing information.
7. Click on Next:
   
8. There you go, your email address is now configured in the application:
   

Recommended settings

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

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

In case of trouble

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

• Check out the solutions provided in this other guide regarding email in general.
• Delete any Apple configuration profiles linked to your Infomaniak email before restarting the setup.

And if your Apple Mail no longer works for sending (e.g., SMTP server disconnected or missing) or since a password change, refer to this other guide.

This guide explains how to use the Gmail mobile app (application for iOS/Android smartphone or tablet) and the Gmail web app (online service gmail.com) to access an email address hosted by Infomaniak.

Preamble

• It is recommended to use the app Infomaniak Mail to benefit from Infomaniak's security advantages.
• The Infomaniak mail service is compatible with any application supporting IMAP/SMTP.
  • For additional help contact the support of the software used or a Partner — also discover the role of the host.

Using the Gmail mobile app

Prerequisites

• Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
• Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

To add the email address managed by Infomaniak to your Gmail mobile app using IMAP (official guide):

1. Go to the Settings of Gmail.
2. Tap on Add account.
3. Choose Other.
4. Enter the email address you want to use.
5. Select the account type IMAP.
6. Enter the password for the email address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (reception):
     
   • Outgoing SMTP server (sending):
     
8. Finish adding the address.

Import your Infomaniak emails into Gmail

Here is an alternative solution for which the following configuration needs to be set up once on gmail.com from a computer. Thus, the emails that arrive at your Infomaniak email address will be retrieved gradually on Gmail via the POP3 protocol.

1. Refer to this Google guide starting from “Step 2: Add another email account”.
2. Use these connection details:
   1. POP server name = mail.infomaniak.com
   2. port = 995 (check the box SSL Connection)

Send "Infomaniak" emails from Gmail

It is also possible to configure the gmail.com web app to send emails from an email address hosted by Infomaniak from the Google interface:

1. Refer to this Google guide.
2. Uncheck the box Treat as an alias.
3. Use these connection details:
   1. SMTP server name = mail.infomaniak.com
   2. port = 465 (check the box Secure SSL connection (recommended))

Modify your configuration

If necessary (following point 2 above):

This guide explains how to create an alias, that is, 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 modify what comes after the at sign @, use alias domains.
• An alternative feature is presented here.

How an alias works

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

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, you must therefore create an alias "jps" on the address "john-peter.smith".

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

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

Add an alias from the Infomaniak Web Mail app

Prerequisites

• Have permission to manage aliases: if you had been invited to the Web Mail Infomaniak app (online service mail.infomaniak.com) to manage your address, it is possible that the Service Mail manager has revoked this right from their admin account.

Next, to add an alias:

1. Click here to access the Web Mail Infomaniak app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍‍ at the top right.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on 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 to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the relevant product.
3. Click on the email address concerned in the table that appears.
4. Click on the Redirection and Alias tab or from the left side menu on Redirection and Alias.
5. Click on the blue button Add an alias:
   
6. Enter the desired alias (what comes before the at sign @).
7. Click on Validate to save the changes.

This guide explains how to delete folders that appear grayed out on the Web Mail Infomaniak app (online service mail.infomaniak.com) or in certain email software/clients like Apple Mail, Mozilla Thunderbird or Microsoft Outlook.

Ghost folders

Some email clients like Microsoft Outlook allow you to create subfolders of non-existent folders. For example, it is possible to create the folder /abc/klm/xyz even though the folder "klm‍" does not exist.

On Mail Infomaniak or in other email software/clients, ghost folders like the folder "klm" in this example appear greyed out and cannot be deleted directly.

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

Stubborn folders

If, when consulting your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted because they reappear instantly, here is a procedure recommended by Microsoft to resolve this issue:

Reset the IMAP cache

To do this:

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

Search for hidden folders in Outlook

To do this:

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

Use the MFCMAPI tool

MFCMAPI is a tool that allows you to manage mailboxes at a low level and delete stubborn folders:

• Download MFCMAPI from the official site (choose the x86 or x64 version according to 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 Deletion" for permanent deletion.

Check the properties of the folder in Outlook

To do this:

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

Recreate the Outlook profile

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

• Back up your important data before proceeding.
• Go to Control Panel > Mail > Show Profiles > Add.
• 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 resolve the issue of ghost folders in Outlook IMAP.

This guide explains how to connect the Outlook 2016 email application to an email address hosted by Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail alone, or existing within a kSuite).
• Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

Add the email address to the application

To configure the email application:

1. Open the application.
2. Click on the File menu:
   
3. Click on Account Settings.
4. Click on Add or remove accounts:
   
5. Click on New:
   
6. Enter the email address to connect.
7. Click on Advanced options.
8. Click on Manual configuration.
9. Click on the blue Connect button:
   
10. Click on IMAP:
    
11. Enter the password for the email address to connect.
12. Click on the blue Connect button:
    
13. Uncheck the additional configuration box for mobile devices if necessary.
14. Click on the blue Finish button:
    
15. Click on Repair to correct some automatically added but incorrect information:
    
16. Click on Advanced options.
17. Click on Manual repair.
18. Click on the blue Repair button:
    
19. Check and complete the missing information or incorrect.
20. Click on Outgoing Server:
    
21. Check and complete the missing information by scrolling down if necessary.
22. Click on Next:
    
23. Click on Finish:
    
24. Click on Close:
    
25. There you go, your email address is now correctly configured in the application:
    

Recommended settings

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

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

In case of trouble

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

• Familiarize yourself with the solutions provided in this other guide regarding email in general.
• This other guide is more specifically about Outlook.

… and if your Outlook no longer works since a change of email password, check out this other guide.

This guide explains how to connect the Microsoft Outlook mobile messaging application (available for iOS / Android) to an email address hosted by Infomaniak.

Prerequisites

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

Add the email address to the application

To set up the email application:

1. Open the application.
2. Click on Add an account :
   
3. Enter the email address to connect.
4. Click on Continue:
   
5. Click on Set up manually:
   
6. Click on IMAP:
   
    
7. Check and complete the missing information.
8. Click on the ✓ icon at the top right:
   
9. Click on the left to complete the setup:
   
10. There you go, your email address is now configured in the application:
    
     

Recommended settings

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

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

In case of trouble

There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. Refer to the solutions provided in this other guide regarding email in general (this guide is more specifically about Outlook) and if your app no longer works since a change of mail password, refer to this other guide.

This guide explains how to connect the mail application Courrier (Windows 10 version) to an email address hosted at Infomaniak.

Prerequisites

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

Add the email address to the application

To set up the email application:

1. Open the application:
   
2. Click on Settings.
3. Click on Manage accounts.
4. Click on Advanced setup (at the bottom).
5. Select Internet Mail.
6. Check and complete the missing information by scrolling down if necessary.
7. Leave all boxes checked.
8. Click on Connect.
9. Click on OK.
10. Your email address is now configured in the application.

Recommended settings

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

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

In case of trouble

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

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

… and if your Outlook is no longer working since a change of email password, refer to this other guide.

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

Infomaniak, web host since 1996

According to Wikipedia, a web host is a company that provides Internet hosting for various and varied computer systems to people 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, which 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 M in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• … a company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... is committed 100% to sustainable and responsible development with concrete actions, such as creating the most ecological datacenter in Switzerland; it compensates for 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 that belong to Infomaniak; its solutions are systematically developed and maintained by hundreds of collaborators based in Geneva and Winterthur
• … more than 1,000 articles and videos; the knowledge base allows customers to find an immediate 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 consist of installing, securing and keeping servers up to date to protect them from malicious attacks.

Infomaniak also ensures that its Web interfaces (Manager) and infrastructures are constantly evolving based on customer feedback, the latest technologies, and market needs. Finally, Infomaniak is also there to guide its customers through the various steps of service use.

However, Infomaniak does not intervene in the content of the servers or the development of websites. Indeed, the creation or maintenance of a site is a different job; Infomaniak employs webmasters and developers for its own site, its own applications & tools.

Technical Support Limitations

In particular, the technical support department will not be able to help you with…

• … solve issues related to site development (Fatal Error, etc.) or its updates
• … implement the solutions (e.g Hello, I want you to help me set up my entire Swiss Backup", “migrate my site")
• … manually install WordPress
• … take control of your computer remotely with TeamViewer or similar
  etc.

but he can assist you with…

• … solve issues related to the infrastructure or to Manager
• … clarify certain processes
  etc.

A Premium assistance is available to handle more demanding and recurring requests that require additional time and resources from the collaborators to assist you optimally.

Also discover the migration service from Infomaniak.

Find help from a webmaster

For external help related to the content of your site or the organization of your mailboxes, you can contact one of Infomaniak's partners.

Make a call for tender

The Infomaniak tender platform lists more than 1000 verified companies in Switzerland, France, Belgium, Italy and Spain. It is the fastest way to find a webmaster, a UX designer, an IT technician, a web agency or a communication and marketing agency near you; or browse the directory.

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

Prerequisites

• Have an email address and an Infomaniak user account.

or

• Being invited to use an email address and having followed 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 can 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.

Attach an email address

To add and view an email address:

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