This guide explains how to remove from the web app Mail Infomaniak (online service) mail.infomaniak.com) an email address currently viewed by your user account.

Detach an email address

To remove an email address currently consulted:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. If necessary click on the chevron ‍ to the right of the email address currently visible on the Web app Mail Infomaniak.
3. Click on the action menu ⋮ to the right of the email address you wish to untie.
4. Click on Detach this email address:
   
5. Click the red button to confirm removal:
   

Detached an address in error

To remove a currently attached email address while its password has been changed, just click on the icone⚠Then ask for the secondment of the address:

• Confirm the deletion in the same way as in point 5 above.

This guide explains how to automatically transfer new messages from an existing email address, managed with Infomaniak, to the email account of your choice, even if it is completely external to Infomaniak, while keeping (or not) the messages.

Number of possible redirections

Number of email addresses that can be specified to redirect emails from an existing email address:

• my kSuite+ = 100‍‍
• kSuite Standard max. 1 user = 10‍‍‍ | kSuite Standard min. 2 users = 100‍‍ | kSuite Pro = 100‍‍ | kSuite Entreprise = 100‍‍‍
• Service Mail Starter = 10‍‍ | Service Mail 5 addresses min. = 100‍

Add a redirection from the Infomaniak Web Mail app

Prerequisites

• Having permission to manage redirections: if you had been invited to the Web app Mail Infomaniak (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.

To access your Infomaniak mailbox:

1. Click here to access the Mail Web app Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on Redirections:
   
5. Click on the blue button Add a redirection.
6. Enter a destination email address per line.
7. Click on Add.

Add a redirection from Service Mail

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 sidebar.
5. Click on the blue button Add a redirection:
   
6. Enter a destination email address.
7. Click on the blue + button to add more email addresses.
8. Click on Confirm to finish adding.
9. Click on the toggle switch to keep or not a copy of the emails on the email address after redirection.

Copy or move?

Once an email redirection address has been added, you can check the box to delete emails from the server after forwarding, the redirection then becomes a move and no longer a copy.

Delete email redirections

You cannot apply the redirection service to multiple email addresses of a domain in a single operation. However, the reverse is possible and you can therefore select all the addresses of a Mail Service and delete their possible redirection.

In case of trouble

• Gmail emails are redirected without any particular restrictions EXCEPT in a very specific case.
• Any email considered as spam by Infomaniak will not be redirected.

This guide details the rules to follow to send emails from Infomaniak to multiple recipients without it being considered as spam.

Preamble

• Infomaniak is a Swiss hosting provider governed by Swiss laws, federal laws (and general terms of use) which stipulate that before being added to an email sending list, potential recipients must have given their consent.

Getting the recipient's consent

For a user's subscription to a newsletter to be considered voluntary, the user must:

1. To have entered their email address in a form dedicated to a specific topic.
2. To have clicked on a validation link automatically sent after registration (point 1); this registration must only concern the subject specified at the time of registration.
3. To be registered by the Newsletter system with the IP address and date.

This is called a double opt-in subscription.

The term "double opt-in" refers to a registration process in which a user takes two distinct actions to confirm their intention to receive communications, typically newsletters or marketing emails.

The owner of an email address can report any received message as spam at any time. Collecting subscriber sign-ups through double opt-in is therefore the only way to protect against a potential spam complaint.

What to do in case of a spam complaint?

As an email provider, Infomaniak must demonstrate its cooperation in the fight against spam and ensure that none of its customers are blocked/blacklisted by the email providers of potential complainants.

In case of a spam complaint, Infomaniak can therefore temporarily suspend deliveries and ask the sender of the message for proof of registration of the complainant; in this case, the complaint will become void.

However, the complaint will be justified if no proof of subscription is provided and Infomaniak may be forced to take measures: suspend the email address, the domain name or terminate the contract in case of recurrence.

How to comply?

If you wish to conduct email campaigns, make sure you have the information from point 3 above (IP address and registration date of each subscriber). This process ensures that the user has explicitly confirmed their desire to receive communications, thereby strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized sign-ups.

It is therefore recommended to build your list by inserting a contact form on your website that will ensure to collect the email addresses of your subscribers via double opt-in.

An unsubscribe link must also be visible and appear at the bottom of each of your newsletters.

This guide concerns Greylisting, a protective measure that is implemented on Infomaniak email servers.

Operation of Greylisting

Greylisting is a technique used by Infomaniak email servers (among others) to fight spam. It is based on the principle of temporarily delaying the delivery of an electronic message to verify the legitimacy of the sender. This method exploits the fact that spam servers often send emails without complying with message retransmission standards.

1. Initial reception

When an email server receives an e-mail, it notes three elements:

• the sender's IP address
• the sender's e-mail address
• the e-mail address of the recipient

2. Temporary refusal

The server temporarily refuses the delivery of the email and sends a temporary error message (code 4xx). This means that the message is not permanently rejected, but that the sending server must try again to send it later.

3. Retest

The legitimate email servers are programmed to try to deliver the messages again after a certain period of time. Spam servers, on the other hand, often do not bother to try again.

4. Acceptance

During the retest, if the e-mail comes from the same trio (IP of the sender, address of the sender, address of the recipient) previously noted, the message is accepted and delivered to the recipient.

This guide details the limits of your email at the size level ( weight message size and the size of the message disk space) set up as part of the Infomaniak email offers and guide you to view the storage used.

Limit of the size of the mailbox

• The total volume of your e-mails is unlimited, whether it is in number of messages or in place that it represents on the storage space.
• Only the supply my kSuite may not exceed 20 GB of storage.

Limit of the size of each e-mail

• The maximum size of an e-mail sent and received is 200 MB (this includes both the size of the attachment and the text and image(s) present in the e-mail).
• With the Web app Mail Infomaniak (online service) mail.infomaniak.com) the size limit of the attachments is 25 MB, beyond a link Swisstransfer is generated.

Limit of storage time of messages

• There's no such thing as no time limit for storing messages in the inbox or in subfolders, with the exception of: an e-mail that would be deleted, or reported as spam, or moved manually/automatically in the folder "Trash" or "Spam" (or one of its equivalent names as "Elements deleted", "Erased Messages", "Indesirable Mail", including spelling in another language, "Junk" e.g. - non-exhaustive list)... In this case, the e-mail is automatically deleted after 30 days no possibility of recovery.

• The backups made by Infomaniak have a period of detention.
• It is not recommended to keep more than 4,000 to 5,000 messages per folder (reduce the indexing of messages). It is therefore advisable to move your messages to subfolders, which also facilitates their consultation. You can do it. manually or to put in place automatic sorting rules.

Show total size from the Mail Infomaniak Web app

To this end:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Check or select the relevant email address from the drop-down menu in the left side menu.
3. Click on the action menu ⋮ to the right of the object concerned in the array that appears.
4. Click on Mail address settings:
   
5. Click on Refresh in the box Storage to display the size of the box:
   

Other courier limits

• Limitations on the number of recipients e-mail
• Limits of outgoing emails per 24 hours

A problem, though?

In case your recipient's e-mail address is not hosted by Infomaniak, you may receive a error message at the time of sending the e-mail. This can take various forms, e.g. Recipient address rejected : 5.2.2 Over quota 554 5.0.0 Service unavailable. 

This may indicate that your recipient's box is full and can no longer receive email or that the email you are trying to send is too large.

This guide concerns the setting of the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

Access application settings

To open the mobile app settings Infomaniak Mail on your device:

1. Press the top left of your inbox:
   
2. Click on the icon Parameters ‍ at the top of the window that opened:
   
3. You can manage the settings from the screen that appears:
   

a. Choice of signature

If you have multiple email addresses attached to your account, press the email address you want to change the signature of.
Then choose another signature from those configured.

b. Locking of the application

This option allows you to protect the application by one of the locking methods of your device, which allows you to stay connected to Infomaniak messaging with your user account but to prevent access to Infomaniak Mail by a third party when the application is no longer in open applications.

If your device has a fingerprint reader, you can use this method to activate the lock:

Upon reopening the application, authentication is requested:

c. Notifications on the apparatus

You can configure the notifications for each email address attached in the application:

Also take note of this other guide on mobile notifications.

d. Synchronization of contacts & calendars

At the moment this synchronization is managed externally, take notice of the assistant https://config.infomaniak.com/.

e. Density of the conversion list

The display mode can be compact, normal, or wide.

f. Theme

The theme allows you to choose a dark mode (shadow) type display or vice versa, a black-on-white light display. This display can also be defined according to the theme of the device (allowing a possible system setting to vary the display according to the time).

g. Colour of accentuation

The accent color is either blue or pink.

h. Scanning actions

Scanning actions allow you to define what Infomaniak Mail operation should perform if you drag your finger to a message from the list from right to left or from left to right:

Possible actions are:

• delete the message (it goes into the basket)
• archive the message (it goes to an archive folder)
• make it read or not read
• move the message (and in this case the folder list appears after scanning)
• favorite (to activate a follow-up on the message)
• report as spam
• Quick action menu (also accessible from reading the message and offering to write a response, perform a transfer, delete, print, etc.)

and it is also possible to choose "none" to avoid operations that would not be desired if your device is not suitable for scanning:

i. Mode of posting messages

Choose between a displayed message followed (conversation mode) or individual.

j. Displaying external content

Choose between displaying external content (images...) automatically or on request.

Language of application

The language is based on the language of your device on which the Infomaniak Mail mobile app is installed and not on the parameter language on your user account.

This guide concerns Infomaniak products which integrate the use of artificial intelligence, in particular kChat, kDrive, Mail, Site Creator…

Responsibilities of the parties

Data provided to AI

• The Infomaniak AI is currently based by default on mixtral8x22b.
  • GPT4 turbo is a voluntary option left to the user's choice kChat / Mail; DeepSeek-R1-distilled-qwen-32B is also proposed on the site and API.
  • Audio messages are transcribed with Whisper.
  • Llama 3 is available for API AI Tools.
• Using an editorial assistant, messages and requests addressed to the AI are handled exclusively in Switzerland by the Infomaniak infrastructure.
• No data is processed or shared with a third party.

Data provided by AI

• The language model generates text based on the data it has assimilated when learning, without conscience, intentions or moral responsibilities.
• It is crucial that the user is aware that the information generated by the model is not always accurate and should not be seen as an indisputable source of information.
• He must exercise his critical discernment and check the information provided by the assistant from reliable sources where necessary.
  • For example, if a person uses the template for critical tasks such as medical, legal or financial advice, he or she must take additional precautions to confirm the information from the template.
• In case of improper or dangerous use of this assistant, the responsibility lies with the user who takes these actions.

This guide offers several solutions to quickly erase a large number of emails contained within an email address hosted by Infomaniak. Note that the size of your mailbox is not limited.

Erase bulk e-mails...

... from the Web Mail Infomaniak app

1. Click here to access the Mail Infomaniak Web app (online service) mail.infomaniak.com).

2. Show the maximum number of items loaded at once:

   

3. To empty the inbox, select all the items visible on the screen and click the Recycle Bin icon to send them to the Recycle Bin:

   

   • Recommence this process on all pages.
4. Apart from the inbox, folders can be emptied in just a few clicks:
   
   
    
   • Beware emails are deleted without going through the basket, as if you delete the folder itself — only one restoration may allow possible recovery.

You can also delete email address located within a Service Mail, then recreate it. It will then be completely empty.

... from an IMAP software/mail client

A solid solution is to configure the email address in an IMAP software/mail client, which will allow a selection of all messages (without the notion of pagination...) therefore the erasure is easy and fast:

1. Install Thunderbird (or any other email application on your device).
2. Add your email address with its password.
3. Wait for the inbox to load up.
4. Select all messages.
5. Click Clear.
6. It's over, you can remove the application if you want.

Special case: unblocked messages

To permanently delete any traced / striked e-mails appearing in your software/mail client or on Mail Infomaniak:

• Microsoft Outlook
  • Go to Edit menu -> Clear Deleted Messages (in English, you must have a Purge menu)
• Apple Mail
  • go to the BAL menu -> Clear Deleted Items

They will then disappear from the Mail Infomaniak interface as well.

This guide helps you better understand the peculiarities that may arise in the display of emails when using various messaging applications and Infomaniak Mail apps.

Preamble

• It can happen that inconsistencies occur in the display of a list of emails contained within a folder (example: the Sent folder) Sent Messages) and that the messages sorted and considered as the most recent by one device will not be the same as those displayed when using another tool.

Understanding Unique Identifiers (UID)

UIDs (Unique Identifiers) are unique identifiers assigned to each message in an IMAP mailbox. They are used to uniquely identify each message, regardless of changes made to folders or the messages themselves. UIDs are particularly useful for managing and synchronizing emails across multiple IMAP email clients/software:

• Each email is assigned a unique UID at the time of its creation in a mailbox; this UID does not change as long as the email exists, even if its content or metadata is modified.
• UIDs are typically sequential, which means that more recent messages generally have higher UIDs.
• During email synchronization, IMAP email software/clients can use UIDs to determine which messages are new, modified, or deleted since the last synchronization; this allows for efficient email management without having to download and compare all messages.
• Depending on the tool used, to display them in the order they were received, messages can be sorted by their receipt date or by UID.

Do not confuse with:

• Message Sequence Number (used for temporary operations based on the current position of the messages)…
• Message-ID (RFC 5322) (used to uniquely identify messages across different servers and email clients)…
• X-Message-Id (server-specific and used for internal tracking purposes)…
• Thread-Index and Thread-Topic (used by Microsoft applications for tracking conversation threads)…
• GMail Unique Identifiers (specifically used by Gmail to manage messages and conversation threads)…

IMAP applications and Infomaniak Mail app

The issue may appear in this form at the server command level:

758 - date.sent: 2017-10-11 23:15:26 (+0100)
757 - date.sent: 2017-10-11 15:00:55 (+0100)
756 - date.sent: 2017-10-11 14:39:28 (+0100)
(...)
742 - date.sent: 2018-01-17 00:40:21 (+0000)
741 - date.sent: 2018-01-17 00:30:33 (+0000)
740 - date.sent: 2018-01-17 00:26:07 (+0000)
(...)
51 - date.sent: 2022-10-07 16:39:16 (+0100)
50 - date.sent: 2023-06-13 10:15:00 (+0100)
49 - date.sent: 2023-06-07 12:11:35 (+0100)

Here, it is observed that emails from 2017 have a higher UID (758, 757, ...) than emails from 2023, which are more recent. The UIDs must have been reassigned for some reason or another over the course of this email account's existence (moves, copies, imports, etc.).

Depending on how the email tool sorts messages, an email from 2017 may appear among recent messages while an email from 2018 will not be loaded immediately. This is particularly true for Mail Infomaniak which loads emails in series based on the UID (this is subject to change).

Therefore, to resolve any inconsistencies, it is recommended to use an IMAP email software/client like Thunderbird on a computer, which will allow you to quickly and efficiently sort all the messages in a specific folder, based on the email date, as the application will display all the messages present on the Infomaniak server.

This guide explains what the "External" email label means, which appears on the Web app Mail (online service at mail.infomaniak.com) and the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) when reading certain messages:

 

External email notice

The "External" label appears in the following cases:

• The sender's domain name (or alias) does not match that of the email address configured in Mail.
• The sender is not part of the contacts (including suggested contacts).
• The email comes from an address hosted outside the Organization.

It will display as unknown" instead of “ externalwith some free offers like my kSuite.

Enable or disable the mention

You can activate or deactivate the mention, the effect is immediate for incoming emails and in the case of a response to an external email. To do this:

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 Global Configuration in the left sidebar
4. Click on the Security tab.
5. Turn the toggle switch on or off: