Knowledge base

This guide may help you to identify and correct most of the configuration errors for an email address in an email software such as Microsoft Outlook or Mozilla Thunderbird.

The email server is incorrect

Always use the server mail.infomaniak.com (for incoming IMAP and outgoing SMTP servers).

The internet connection limits certain ports, etc.

Try to access your emails through a different network (Wifi, 3G/4G, or another internet connection).

The antivirus program or the firewall is blocking the email software

Temporarily disable your security software to check whether you can then download your emails normally. If that works, please contact the editor of the security software you are using.

The email address has not been created yet

After ordering a Mail hosting, you should create the email addressesyou wish to configure in your email software.

Outgoing authentication is disabled

The outgoing server must be configured with authentication. Complete your user name (your full email address) and its password in the relevant authentication boxes.

The address is highlighted by 2 protocols at once

Do not check an email box with two devices configured in POP3 for one and IMAP for the other, because these two protocols do not work well together.

The email account password is incorrect

You may have set up your email address with the password which you use to log into WorkSpace or your Infomaniak admin console while your email address password is actually different.

• Click on the following link to check that you are using the right password: https://tools.infomaniak.com/emailchecker
• If necessary, change your email address password: https://faq.infomaniak.com/2017

The password was not entered correctly

Depending on your keyboard settings, pressing A may give the letter Z, and pressing Q may give the letter A, for example. Type your password on a word-processing program in order to check that you are actually entering the right password in your email software.

To find out more

• Configuration guide for most email software
• Difference between login details for WorkSpace, the admin console and email addresses
• Check the password for an email address