This guide helps you identify and correct errors encountered when attempting to use your email software/client, such as Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.

Always use…

• the unique server name: mail.infomaniak.com (for IMAP incoming servers and SMTP outgoing servers),
• the correct incoming/outgoing port numbers,
• the correct email address password which is different from the username used to log in to Infomaniak (if necessary),add/modify the password for your email address) - please note the $ symbol,
• authentication in the settings, if available, and enter the username (your full email address) and password in the fields for mandatory authentication,
• an existing email address that must have been actually created (or defined as an alias),
• use only one protocol at a time (never access a mailbox with devices configured with POP3 for some and IMAP for others, as these two protocols do not work well together).

Always try to...

• compare the recommended settings for the email software/client you are using, especially if you have just changed your password on the Infomaniak side,
• retrieve your emails using a different network (Wi-Fi, connection sharing from 4G/5G, or any other internet connection),
• temporarily disable your security applications (antivirus, firewall, VPN, etc.); if you can then retrieve your emails normally, contact the publisher of the security application(s) you are using,
• type your password in plain text in a text editor; depending on your keyboard configuration, the A key may correspond to the letter Z and the Q key may correspond to the letter A...,
• restart and try sending/receiving again: some applications require you to confirm the configuration settings window several times, or require a restart to apply the new settings,
• write a new message after changing your settings: a message in progress that is saved in the Drafts folder may not reflect any configuration changes.

Types of errors

• 0x800... - refer to this other guide
• Certificate error (SSL or other): refer to this other guide
• 550 5.7.1 relaying denied or Proper authentication required - refer to this other guide
• 535 5.7.0 authentication failed - please refer to this other guide

but also:

• "573 Antispam: Authenticated connection not possible. Please use port 587 instead of port 25."
  or"An operation on the server timed out. The server may be down, overloaded, or there may be too much network traffic."
  or "the timeout has expired" with an error number that follows (421, or 573 for example).
  Most ISPs (Internet Service Providers) blocked the SMTP port 25 several years ago. Therefore Never specify port 25 as the SMTP port.use the recommended ports