Knowledge base

This guide may help you identify and correct most of the configuration errors for an email address in email software such as Microsoft Outlook or Mozilla Thunderbird. It should enable you to resolve a possible login failure or a recurrent problem with your application.

The email server is incorrect

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

The Internet connection limits certain ports, etc.

Try to access your emails through a different network (Wi-Fi, shared 3G/4G connection, or any other 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 Email Service, you must create the email addresses you wish to configure in your email software.

Outgoing authentication is disabled

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

The address is simultaneously read by 2 protocols

Do not check an email box with different devices configured in POP3 and IMAP, 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 in to WorkSpace or your Infomaniak admin console even though your email address password should actually be different.

• Click 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

Warning: 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 using a word-processing program in order to check that you are actually entering the right password in your email software.

Try again!

Some versions of various software (such as Outlook) require the configuration settings window to be confirmed several times.

Other software (such as Apple Mail) must be rebooted to take into account their new settings. In addition, a message that is being written and is saved in the Draft folder may not take into account any configuration modifications. Therefore, you must draft a new message to test the send function.

Find out more

• Configuration guide for most email software
• Difference between the user names for Infomaniak Mail, Manager and email accounts
• Checking an email address password