Knowledge base

This guide explains how to export the content of an email address hosted by Infomaniak. You can thus save your emails in a single easily restorable archive.

Infomaniak does not offer export (e.g., PST) but retains your emails indefinitely* throughout your contract and with integrated backups.

Manual Export

Microsoft Windows

1. Install the free Thunderbird application
2. Configure the concerned email address in IMAP (to include subfolders)
3. Ensure all content is present

Then either install the free BackupThunderbird application that allows creating an archive (encrypted if necessary) and subsequent restoration, or you can simply view hidden Windows files and find and back up this profile folder

C:\Users\{USER}\AppData\Roaming\Thunderbird\Profiles\{PROFIL_USER}\ as it contains all your email data.

Download Emails Locally

Another solution (not recommended) could be configuring an email software/client to receive emails via the POP3 protocol, which will download messages locally. Only the inbox is affected.

* in the context of normal use of a shared service, according to Article 1 of the special terms of the Mail Service

This guide explains how to force synchronization of contacts & calendars when they are synchronized by kSync on an Android smartphone.

Indeed, kSync only synchronizes the contacts & calendars that are selected in the application.

If you subsequently add calendars/schedules from Calendar or address books from Contacts, it is necessary to add them to the synchronization in the kSync application.

Add a calendar / address book to the synchronization

To force synchronization:

1. Open the kSync application on your Android device
2. Tap on Refresh address books / calendars
3. The new address books and calendars will appear in the list

This guide explains how to attach files to emails sent from Infomaniak Mail, the comprehensive online solution for reading and managing your emails.

Attaching Files from Your Computer to the Message

To add an attachment from your computer:

1. Log in to Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
2. Click on New Message
3. Click on the paperclip icon Attach a File
4. Browse locations to select the files to attach to the message
   

If the size of attachments exceeds 25 MB, a Swiss Transfer link will be generated: the data is stored in Switzerland in Infomaniak's Cloud and automatically converted into a download link. Your recipients can use this link to easily download your attachments during a predefined period.

You can send up to 100 files or a maximum of 3 GB per message using this method.

Attaching kDrive Files to the Message

To attach an existing kDrive file:

1. Log in to Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
2. Click on New Message
3. Click on the icon  to browse locations and select the files to attach to the message
4. Click on the blue button Attachment (to attach the files to the message instead of sending a simple link to the files) and then click the blue Insert button
   

Include an Image in the Message Body

To add an image to the message (within the text of your message), you have 2 options:

• Drag and drop the image into the input interface (images larger than 10 MB will not be displayed but will be attached)
• Click on the icon representing the frame with mountains and then:
  
   
  1. Click on the button to upload an image (which allows you to choose it from your desired location and then insert it into the body of the message)
  2. or enter the URL of the image you want to include; the image must be located somewhere on the internet (you can use the FTP Manager file manager to upload your image to your hosting space if you have one) and must still be there when your recipient views the message

This guide details the security measures implemented as part of Infomaniak email services to detect abusive and abnormal use of an email address. These measures protect you from malicious use of your computer or account.

Number of Recipients per Email
 

Regardless of whether the recipient email addresses are placed in the To, CC, or BCC fields, the total number of recipients per message is limited to:

For sending emails to a large number of recipients, we recommend using our Newsletter tool.

Learn More

• Outgoing Email Limits
• Limits of the Free Mail Offer ik.me

This guide explains how to modify the location of certain folders in the structure of your email address.

Introduction

• A typical email account structure may include special folders such as, for example, the one that stores emails:
  • after they have been sent (= "Sent messages" or "Sent Items")
  • for a few days before permanent deletion (= "Trash" or "Deleted Items")
• Everything is already configured to be synchronized across different email interfaces around the globe
• If you wish to make adjustments for various reasons, sometimes linguistic, read the guide below to modify these special folders:
  • Drafts
  • Sent messages
  • Trash
  • Archives
• This allows you to customize the synchronization of these folders with IMAP clients like Outlook, Mail iOS, Thunderbird, Spark, etc.
• Note that this does not change the retention period of emails placed in certain of these special folders

Access from Infomaniak Mail

Prerequisites

• Have valid access to Mail Infomaniak where the email address is linked
• Have permission to modify special folders: if you were invited to Mail to manage your address, it is possible that the Mail Service administrator has removed this right from their admin account

To modify these special folders from Mail:

1. Log in to Mail Infomaniak (mail.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the ‍ icon at the top right of the interface
3. Check or select the relevant email address from the dropdown menu
4. Click on Folders
   

Access from Mail Service

To access this option from a Mail Service:

1. Log in to Infomaniak Manager (manager.infomaniak.com) using a web browser such as Brave or Firefox
2. Click on the ‍ icon at the top right of the interface (or navigate using the left sidebar menu, for example)
3. Select Mail Service (in the Collaborative Tools universe)
4. Click on the name of the relevant item in the displayed table
5. Click on the relevant email address in the displayed table
6. Click on the Folders tab
   

Configuring Special Folders

Select the desired folders to store your drafts, archives, sent messages, and trash by clicking on the area to the right of each item:

This will display the list of folders already present in your email structure (if necessary, create the desired folder beforehand from Mail or an IMAP client).

To modify the default folders for spam and advertising messages & social media notifications, you need to do this directly from the Spam Filter and Advertising Filter sections.

Alternative Solutions

Some email clients also allow you to modify the location of special folders. Consult the official documentation of your application if needed. The following links are provided for your information:

• Mozilla Thunderbird (official documentation)
• Microsoft Outlook 2013 (unofficial documentation)
• on an iPhone (unofficial documentation, in English)

This guide explains how to enable or disable read receipt requests from Infomaniak Mail.

Request a Read Receipt

Read receipt and/or delivery confirmation requests are compatible with most email systems but still depend on the user's action and their email system settings. Receiving (or not receiving) a read receipt confirmation does not guarantee anything (logs may be more suitable for certain cases).

To allow your recipient to easily confirm the successful receipt of your message sent from Mail:

1. Log in to Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Edge
2. Click on the icon at the top right of the interface
3. Click on Sending in the left sidebar menu
4. Toggle the button to request a read receipt/delivery confirmation
   
5. Click on Filters and Rules (in the Email Address Settings section)

Note that it is also possible to enable it on a case-by-case basis when sending your message in Mail, from the composition options by clicking on ⋮ and then on the respective option:

Acknowledge Receipt of Message

If you receive an email and view it on Mail while its sender has specifically requested to be notified, you can acknowledge the receipt of the message upon reading it:

This guide explains how to save email attachments (PJs) from Mail Infomaniak. You can thus backup all attached files to a message in a .zip archive on your computer, or within your kDrive, etc. with just one click.

Exporting Attachments from Mail

To export received email attachments:

1. Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Edge
2. View the email message containing the attachments you want to save
3. Click on the paperclip icon
4. Or directly above the attached files:
   
   • Choose Download All to create a zip archive to download to your device
   • Choose Save All to kDrive to select the kDrive (among those you are attached to by your organization) and the desired location on it to save the files

Learn More

• Exporting all emails from an email address
• Exporting an email to kDrive

This guide helps you address various issues related to setting up and using a DMARC policy with your email system.
 

DMARC Error or Rejection...

...during forwarding when the original destination address could receive the email (SPF error)

Email forwarding without SRS generating an SPF error

Let's say you've set up email forwarding from your email address "user@example2.com" to your new address "user@yourdomain3.com" without using SRS. When someone sends an email to "user@example2.com", it's automatically redirected to "user@yourdomain3.com". Example:

• sender: john.doe@gmahoo1.com
• initial recipient: user@example2.com
• final destination: user@yourdomain3.com (SPF error)

Illustrated: when John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com". However, the mail server of "yourdomain3.com" still sees the email as coming from "john.doe@gmahoo1.com".

In detail: when John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com", meaning the sender's envelope address will remain john.doe@gmahoo1.com but the recipient's envelope address will be changed to user@yourdomain3.com.

This will generate an SPF error because the SPF record of the gmahoo1.com domain does not authorize the SMTP servers of example2.com to send emails for its domain.

It's this SPF error that triggers the DMARC rejection.

If you want the forwarding to work without errors, it's necessary for the email provider handling the forwarding to use SRS.

How Redirections Work at Infomaniak

When you receive an email at an Infomaniak address and it's forwarded to another email address, the sender's email address is rewritten to reflect the redirection. Thus, the recipient's mail server sees the email as originating from your own domain.

In summary, using SRS in email forwarding maintains the integrity and security of emails while ensuring that authentication mechanisms like SPF and DKIM remain valid.

...related to incorrect DNS entry

Malformed DMARC Record: If the DMARC record is not properly formatted, it can lead to errors. Make sure tags and values are correctly specified.

Invalid DMARC Policy: Errors can occur if the specified DMARC policy is incorrect. Possible values for the policy are "none", "quarantine", and "reject". Incorrect value can cause issues.

Multiple DMARC Entries: Having more than one DMARC entry in the DNS zone is considered an error.

If you have multiple DMARC records, mail servers may interpret this differently, leading to unpredictable behavior. Fix this by consolidating your DMARC settings into a single entry.

Check your current DMARC entry with dedicated tools like the ones below: 
 

• https://dmarcadvisor.com/dmarc-check
• https://mxtoolbox.com/dmarc.aspx

...related to sending that does not comply with SPF and/or DKIM

A DMARC error or rejection related to SPF or DKIM can occur if SPF or DKIM authentication mechanisms are not properly configured or if they are not aligned with the domain's DMARC policy.

This can happen, for example, if you send an email from your Infomaniak email address using another provider's SMTP server. To resolve this issue:

• Check the overall security of the Mail Service

I send an email from my Infomaniak address and receive a "Reject DMARC" error email

To resolve this issue:

• Check the overall security of the Mail Service
• Perform a sending test from the Webmail mail.infomaniak.com and/or check server settings of the email software

I send an email from an external email address (Microsoft, Google, Yahoo, Orange, ...) and Infomaniak rejects my email with a DMARC error

To resolve this issue:

• Check with your email provider if the sends are made according to their configuration recommendation and if necessary, contact the sender's email provider for more information

I want to receive an email in my Infomaniak address but the sender informs me they receive a DMARC error when sending to my address

To resolve this issue:

• In this case, the email was blocked due to a violation of the DMARC policy that the sender has set up on their domain; it's necessary for the sender to contact their email provider or service administrator to inform them of the situation

This guide refers you to the email server information of your Outlook, Gmail or Yahoo email addresses that are necessary to copy content from your old email address to your Infomaniak email address.

IMAP server address of your old email provider

This guide details the actions to take as a priority if you see no difference on your website after making changes to it, compared to its version before the changes. These tips are also valid if you encounter issues when using Infomaniak's product interface.

What is cache?

During your browsing, a web browser stores the data you've visited in a reserved space. This is done to avoid repeatedly requesting data from the server, which saves time and resources.

Your cache can contain a lot of data, and sometimes the browser gets confused. This can cause websites to display incorrectly or show an outdated version.

Clearing the cache ensures that you have the most up-to-date version of the page or folder you're viewing.

Clearing the web browser cache

Safari

Select your macOS version to read the corresponding Apple help (click here).

Google Tools (Chrome, Android, etc.)

Read the Google help (click here).

Firefox

Read the Mozilla help (click here).

Edge / Internet Explorer

Read the Microsoft help (click here).