Email problem? Email error?

This guide can help you identify and correct most email address configuration errors in email software such as Microsoft Outlook or Mozilla Thunderbird. It should allow you to resolve a possible connection failure or a recurring problem with your application.

Must check

• Always use the mail.infomaniak.com server (for IMAP inbound and SMTP outbound servers ) as well as the correct port numbers

• Have you enabled authentication  in the email software settings? If necessary, fill in your username (your full email address) and password in the boxes relating to mandatory authentication

• Is the email account password correct? You may have configured your software with the password that allows you to access your Infomaniak account even though the password for your email address is in principle different . Click here to check that you are using the correct password and if necessary change the password for your email address

• Was the email address created correctly? After ordering a Mail Service, you must create the email addresses you wish to configure in your email software

• Is the address picked up by 2 protocols at the same time? Do not consult an email box with devices configured in POP3 for some and in IMAP for others because these two protocols do not work well together

• Is the configuration of your domain name (linked to your email) correct?
  

Must try first

• Try to collect your emails using another network (Wifi, connection sharing from 4G/5G, or any other Internet connection)

• Temporarily deactivate your security software (antivirus, firewall, VPN, etc.) to check whether you can then check your emails normally. If it works, please contact the publisher of the security software(s) you are using.

• Type your password in plain text in a word processor to check that you are entering the correct password in your messaging software, because depending on your keyboard configuration, the A key may refer to the letter Z and the Q can refer to the letter A for example

• Compare the recommended settings for the software used, in particular if you have just changed the password on the Infomaniak side

• Try again! Some versions of some software (such as Outlook) require validating the window containing the configuration parameters several times. Other software (like Apple's Mail) requires that they be restarted to take their new settings into account. In addition, a message being written that would be saved in the Drafts folder may not take into account any configuration changes so to test a sending, you must write a new message.