This guide concerns Outgoing Spam from Infomaniak infrastructures and helps you identify and resolve possible causes when an email sent from an address hosted by Infomaniak arrives in the Spam (junk) folder of the recipient.

Use email responsibly

Infomaniak implements enhanced measures to ensure the security and deliverability of emails. By also following the best practices below, you significantly reduce the risk that your messages will be considered unwanted.

1. Use a valid email address

• Check that your email address and the associated domain are correct and valid.
• Check the security settings of your domain name (SPF, DKIM, DMARC).
• If you modify a setting, wait approximately 24 hours before sending another test.

2. Avoid suspicious content

• Avoid words, phrases, or presentations frequently associated with spam (excessive promotions, generic phrases, overly complex layout, etc.).
• Do not include non-secure, truncated, or poorly formatted links.
• Personalize your messages (for example, by mentioning the recipient's name) to enhance their credibility.
• Do not attach suspicious or overly large files — use a service like SwissTransfer instead.

3. Test sending from the Infomaniak Web Mail app

• If you use a third-party email software, try sending the message from the Infomaniak Web Mail app (ksuite.infomaniak.com/mail).
• Compare the results to identify if the problem comes from your software or a configuration setting.

4. Monitor the reputation of your domain

• If your email address uses a custom domain (e.g. @your-domain.xyz), a poor domain reputation can affect the deliverability of your messages.
• Analyze and correct possible causes (previous mass mailings, poor configuration, reports, etc.).

5. Obtain the recipient's consent

• Only write to recipients who know you or are expecting your message.
• For group or regular mailings, use a voluntary subscription system (opt-in).
• For information or marketing campaigns, prefer the Infomaniak Newsletter solution.

6. Optimize the frequency and volume of sending

• Avoid sending a large number of identical messages to many recipients simultaneously.
• Respect a reasonable sending frequency to avoid being identified as a suspicious sender.

7. Be added to the Infomaniak whitelist

• If your emails are classified as spam by a recipient also hosted by Infomaniak, they can add your address to their whitelist.
• This action guarantees the receipt of your messages, but does not replace the verification of the causes that initially led to the classification as spam.