This guide explains how to recover lost emails, especially after accidental deletion.

✘ NOT AVAILABLE with
kSuite Free
my kSuite (ik.me, etik.com, ikmail.com)
Mail Starter service

By upgrading one of these free plans, it will be possible to restore the backup for up to 30 days.

Introduction

• Infomaniak backs up each email address once a day (usually early in the morning).
• This allows you to restore your mailbox to its exact state at the time of the backup.
• RECOVERED ITEMS:
  • Emails that no longer exist at the time of the restoration request (but were present at the time of the backup) will be restored to their original location.
  • Certain settings, including those for the auto-reply (❓: help) and forwarding (❓: help), will be restored if they have changed in the meantime.
• ITEMS NOT RECOVERED:
  • Emails moved (subfolders, trash): they still exist in your account and must be searched for (❓: help).
  • The restoration does not include the calendar (❓: help) or the address book (❓: help).
  • Messages that were not present at the time of the daily backup (see POP3 chapter); example:
    • Restoration requested at 10 a.m. (5 a.m. backup) for an email that arrived at 8 a.m. and was deleted at 9:30 a.m.: it will not be recovered because it was not yet present during the 5 a.m. backup.
• UNALTERED ELEMENTS:
  • Emails received, created, or stored between the backup date and the restoration execution remain in your inbox.
• Please refer to this other guide regarding the message retention limits.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your plan - see above).
• Have permission to manage backups: it is possible that the Mail Service administrator hasremoved this permission from their admin account

1. Click here to access your emails on your Infomaniak kSuite (❓: help).
2. Click on Settings ‍ in the top right corner.
3. Check or select the relevant email address from the dropdown menu in the left sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restore date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an informational email is sent.

Restore from Mail Service

Prerequisites

• You must be at least an Administrator of the Organization (❓: help).
• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your plan - see above).

To restore emails from a Mail Service:

1. Click here to access the Mail Service management in your Infomaniak Manager (❓: help).
2. Click on the name of the Mail Service in question.
3. Click on the email address in question in the table that appears.
4. Click on the Address actions button at the very top right.
5. Click on Restore emails:
   
6. Choose a Restore date.
7. Click on Restore emails.
8. Once the restoration is complete, you will receive a notification email.

Emails placed in the trash

Unless otherwise configured, a deleted email is moved to the trash folder, and it is only after a period of several days or weeks that the trash folder is automatically emptied (it can also be emptied with a click by the user). Therefore, during a restoration operation:

• Emails currently in the trash folder will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were located when they were deleted (whether in the inbox folders or in the trash).

Emails placed in non-standard folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam), please read the important information in this other guide.

Email client configured with POP3

If you usually check your email using an email client such as Outlook, and it is configured with the POP / POP3 protocol, you will not be able to restore everything, as the backup is performed once a day and only saves the messages that were in your Infomaniak inbox at the time of the backup; the same applies to your other folders (Sent Messages, for example) present in the POP3 application: these are not synchronized with Infomaniak and are therefore not backed up; in the future, you should therefore prefer the IMAP protocol in your email client (❓: help).