Knowledge base

This guide explains how to unlink (detach) an email address from your user account. As a result, the Web interface mail.infomaniak.com and the Infomaniak Mail application on smartphones will no longer display the removed email address.

Detach an Email Address from the Browser

To remove an email address currently viewed in Mail Infomaniak:

1. Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Edge
2. Click on the chevron on the right of the email address currently visible in Mail
3. Click on the action menu ⋮ on the right of the email address you want to unlink
4. Click on Detach this email address
   
5. Click on the red button to confirm the removal

Learn More

• Attach an email address from the browser
• Attach / detach an email address from the Infomaniak Mail application
• Permanently delete an email address and its content

This guide concerns notifications that can be received with the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

To be notified according to the specific email address

The mobile app Infomaniak Mail allows for manage multiple email addresses and you can only receive notifications for some of your email addresses and not for others.

To get into the application notification settings, read the point C of the this other guide.

Solve a problem...

... on iOS

Check in the Infomaniak Mail mobile app settings that notifications are enabled for the email address in question:

... on Android

On appliances Samsung with One UI 6.1 and higher, the system setting screen for notifications no longer allows you by default to specify which of your email addresses should cause a notification.

The solution is to activate the option 的 Manage notification categories for each application的 from the main Android notifications page, by clicking first on 的 Advanced ParametersAt the bottom of the window.

Then go back to the Infomaniak app notifications page and you can tap the notification categories to find the specific notification choice by email address.

Receive all notifications

If you have authorized notifications of the application on your mobile device, you will receive a notification for each new message that arrives.

Solve a problem

If you see a new message coming into your inbox, but it didn't trigger any notification on your device, the reasons can be multiple.

1. Start by opening the app to make sure it works, update it if necessary.
2. Open another application or turn off the display of the device (if the Infomaniak Mail app is open, in the foreground, screen turned on, the device may not issue any notification).
3. Send a new test message to your email address to trigger a notification.
4. Is the test message well in the Inbox - Is that what you're talking about? Indeed a message going into the spam or another file may not issue any notification.

... on Android

1. Did you wait for tens of minutes? Indeed, quick notifiers (push type) require going through a Google service to work, but some devices that do not go through Google services (such as Fairphone), notifications can arrive at much more spaced intervals.

This guide explains how to share contacts in an Infomaniak address book with other Mail users.

Share an Address Book

To share contacts:

1. Log in to Contacts (contacts.infomaniak.com) using 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. If there is already an ongoing sharing, and you want to start another one, click on Share at the top; otherwise, click on the Share button below
   
5. Enter the email address of the Mail account of the user who will access the address book; if the user does not yet have a Mail account, they can create one for free
6. Determine the user's rights on this address book (Administration, Read-only, Read and write)

The contacts created or moved/copied to this address book will be visible to all users with access to the sharing.

This guide concerns Greylisting, a protective measure implemented on Infomaniak mail servers.

How Greylisting Works

Greylisting is a technique used by Infomaniak mail servers (among others) to combat spam. It relies on temporarily delaying the delivery of an email to verify the legitimacy of the sender. This method exploits the fact that spam servers often send emails without adhering to message retransmission standards.

1. Initial Reception

When a mail server receives an email, it records three pieces of information:

• the sender's IP address
• the sender's email address
• the recipient's email address

2. Temporary Rejection

The server temporarily rejects the email delivery and sends a temporary error message (code 4xx). This means that the message is not permanently rejected, but the sending server must retry sending it later.

3. Retry

Legitimate mail servers are programmed to retry delivering messages after a certain delay. Spam servers, on the other hand, often do not bother to retry.

4. Acceptance

Upon retry, if the email comes from the same trio (sender's IP, sender's address, recipient's address) recorded previously, the message is accepted and delivered to the recipient.

This guide details the limitations of your email in terms of size (weight of messages and disk space size) set as part of Infomaniak's email offers and guides you on how to check the storage used.

Mailbox size limit

• The total volume of your emails is unlimited, both in terms of the number of messages and the space they take up on storage.
• Some free kSuite offers cannot exceed 20 GB of storage.

Size limit of each email

• The maximum size of an email for sending and receiving is 200 MB (this includes the attachment size as well as the text and image(s) present in the email).
• With the Infomaniak Web App Mail (online service mail.infomaniak.com), the attachment size limit is 25 MB. Beyond that, a Swisstransfer link is generated.

Message retention time limit

• There is no time limit for storing messages in the inbox or subfolders, except for an email that has been deleted, marked as spam, or manually/automatically moved to the "Trash" or "Spam" folder (or an equivalent name such as "Deleted Items," "Removed Messages," "Junk Mail," including other language variations like "Junk" – non-exhaustive list). In such cases, the email is automatically deleted after 30 days with no possibility of recovery.

• Backups performed by Infomaniak also have a retention period.
• It is not recommended to store more than 4,000 to 5,000 messages per folder (as it slows down message indexing). It is therefore advised to move your messages into subfolders, which also makes them easier to browse. You can do this manually or set up automatic sorting rules.

Check the total size from the Infomaniak Web Mail app

To do this:

1. Click here to access the Infomaniak Web Mail app (online service mail.infomaniak.com).
2. Check or select the relevant email address in the dropdown menu on the left sidebar.
3. Click on the action menu ⋮ to the right of the relevant item in the displayed table.
4. Click on Mail address settings:
   
5. Click on Refresh in the Storage box to display the mailbox size:
   

Other limits

• Limits of the free Mail offer
• Limits on the number of email recipients
• Limits on the number of outgoing emails

Still experiencing issues?

If the recipient's email address is not hosted by Infomaniak, you may receive an error message when sending an email. This can take various forms, such as Recipient address rejected: 5.2.2 Over quota 554 5.0.0 Service unavailable. 

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

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

Possible number of redirections

Number of e-mail addresses that can be specified to redirect e-mails from an existing e-mail address:

• my kSuite+ = 100‍‍
• kStandard Suite 1 user max. 10‍‍‍ | kStandard Suite 2 users min. 100‍‍ | kSuite Pro = 100‍‍ | kContinued enterprise = 100‍‍‍
• Mail Starter Service = 10‍‍ | Mail Service 5 addresses min. = 100‍

Add redirection from the Mail Infomaniak Web app

Prerequisites

• Having permission to managing redirections: 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 access your Infomaniak email:

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

Add redirection from Service Mail

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.
5. Click the blue button Add redirection:
   
6. Come in. a destination email address.
7. Click the blue button + to add other email addresses.
8. Click on Confirm to complete the addition.
9. Click on the toggle switch button in order to Keep or not a copy of the e-mails on the e-mail address after redirection.

Copy or move?

Once a forwarding email address is added, it is possible to check the box for delete server e-mails after return, the deviation then becomes a displacement and no longer a copy. 

Remove e-mail redirects

You cannot apply the forwarding service to multiple email addresses of a domain in one operation. However the inverse is possible and you will therefore be able to select all the addresses of a Service Mail and delete their possible redirection.

In case of a problem

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

This guide details the rules to be followed to send emails from Infomaniak to multiple recipients without this being considered as spam.

Preamble

• Infomaniak is a Swiss hosting company governed by Swiss laws.
• These federal legislation and General conditions of use state that before being added to an e-mail mailing list, potential recipients must have given their consent. 

Obtain consent from the recipient

In order for a user's registration in a newsletter to be considered voluntary, the newsletter must:

1. Have entered your e-mail address in a form dedicated to a specific subject.
2. To have clicked on a validation link automatically sent after registration (item 1); this entry must only concern the subject specified at the time of registration.
3. To be registered by the Newsletter system with its IP address and the date.

This is called a double opt-in registration.

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

The owner of an email address can report any message received as spam at any time. Collecting subscribers' registrations by double opt-in is therefore the only way to protect against a possible spam complaint.

What to do in case of spam complaint?

As a courier provider, Infomaniak must demonstrate its cooperation in the fight against spam and ensure that all its customers are not blocked/blacklisted by the courier providers of potential complainants.

In case of spam complaint, Infomaniak can therefore temporarily suspend consignments and ask the sender of the message for proof of registration of the complainant; if necessary, the complaint will lapse.

On the other hand, the complaint will be justified if no proof of registration is provided and Infomaniak may be forced to take measures: suspension of the email address, domain name or termination of the contract in case of recidivism.

How can I be in order?

If you wish to carry out e-mail campaigns, make sure you have the information in point 3 above (IP address and date of registration of each subscriber). This process ensures that the user has expressly confirmed their desire to receive communications, thereby strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized registration.

It is therefore advisable to build your list by inserting a contact form on your website which will make sure to collect the email addresses of your subscribers via double opt-in.

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

This guide concerns the Infomaniak Mail application, which allows you to manage your emails on iOS / Android smartphones.

Accessing the Application Settings

To open the Infomaniak Mail application settings on your smartphone:

1. tap on the top left of your inbox:
   
2. click on the gear icon at the top of the opened panel:
   
3. you can manage settings from the displayed screen:
   

a. Choosing a Signature

If you have multiple email addresses linked to your account, tap on the email address for which you want to change the signature.
Then choose another signature from the configured ones.

b. Locking the Application

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

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

c. Device Notifications

You can configure notifications for each of the linked email addresses in the application:

d. Contacts & Calendars Synchronization

For now, this synchronization is managed externally, follow for example the assistant https://config.infomaniak.com/.

e. Conversation List Density

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

f. Theme

The theme allows you to choose a dark mode display or, conversely, a light display black on white. This display can also be set according to the device theme (thus allowing you to resume any system settings that would vary the display depending on the time).

g. Accent Color

The accent color is either blue or pink.

h. Swipe Actions

Swipe actions allow you to define what operation Infomaniak Mail should perform if you swipe your finger on a message from right to left or left to right in the list:

The possible actions are:

• delete the message (it goes to the trash)
• archive the message (it goes to an archive folder)
• mark the message as read or unread
• move the message (and in this case the list of folders is displayed after a swipe)
• favorites (to activate a tracking on the message)
• mark as spam
• quick actions menu (also accessible from reading the message and which offers to write a reply, forward, 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 swiping:

i. Message Display Mode

Choose between a message tracking display (conversation mode) or individual.

j. Display External Content

Choose between automatic or on-demand external content display (images...)

Application Language

The language is based on the language of the smartphone on which the Infomaniak Mail application is installed and not on the language set on your user account.

This guide pertains to Infomaniak products that integrate artificial intelligence, including kChat, kDrive, Mail, Site Creator, and more.

Responsibilities of the Parties

Data Provided to AI

• Infomaniak's AI is currently based by default on mixtral8x22b
  • GPT4 turbo is an optional choice for kChat / Mail users
  • Audio messages are transcribed with Whisper
  • Llama 3 is available for the AI Tools API
• When using a writing assistant, messages and requests addressed to the AI are exclusively processed in Switzerland by Infomaniak's infrastructure
• No data is processed or shared with third parties

Data Provided by AI

• The language model generates text based on the data it has assimilated during its training, lacking consciousness, intentions, or moral responsibilities
• It is crucial for the user to be aware that the information generated by the model is not always accurate and should not be considered an infallible source of information
• The user should exercise critical judgment and verify the information provided by the assistant with reliable sources when necessary
  • e.g., if a person uses the model for crucial tasks such as medical, legal, or financial advice, they should take additional precautions to confirm the information from the model
• In case of inappropriate or dangerous use of this assistant, the responsibility falls on the user who undertakes these actions

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

Delete Emails in Bulk

from Mail Infomaniak in a Web Browser

1. Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Edge

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

   

3. To empty the inbox, select all visible items on the screen and click the Trash icon to move them to the trash

   

   Repeat this process on all pages 

4. Besides the inbox, folders can be emptied in a few clicks:

   

   Note that emails are deleted without going to the trash, as if you were deleting the folder itself — only a restore can potentially allow for recovery

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

from an IMAP Email Client/Software

A solid solution is to configure the email address in an IMAP email client/software, which will allow you to select all messages (no concept of “pages”), making deletion easy and quick:

1. Install Thunderbird (or any other email application on your device)
2. Add your email address by entering its password
3. Wait for the inbox to load
4. Select all messages
5. Click Delete
6. You're done, you can remove the application if you wish

Special Case: Strikethrough Messages

To permanently delete any strikethrough emails appearing in your email client or on Mail Infomaniak:

• Microsoft Outlook
  • Go to the Edit menu -> Purge Deleted Messages (in English, you need to have a Purge menu)
• Apple Mail
  • Go to the MAIL menu -> Erase Deleted Items

They will then also disappear from the Mail Infomaniak interface.