This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and Mail / ksuite.infomaniak.com) in case of forgetting your Infomaniak account password or login credentials.

Preamble

• To log in within an Organization that manages one or more Infomaniak products, go to manager.infomaniak.com and enter the following information:
  1. A login email address (identifier for the Infomaniak account).
  2. The password chosen during your registration.
  3. A additional code if 2FA (two-factor authentication) is enabled.
• If the platform login works and you are missing a password for one of your email addresses, refer to this other guide.
• If you are experiencing a login form display issue, especially on a mobile device, refer to this other guide on the subject.

You have forgotten...

... the Infomaniak account password

If you have forgotten this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter the login email address of your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You do not have access to any option”.

... the login email address for the Infomaniak account

During your registration, you provided a phone number; it is possible to retrieve the login email address for the Infomaniak account using your phone number:

1. Click here to retrieve your login email address for the Infomaniak account.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two scenarios are then possible:

1. The system can identify your account: choose how to receive your Infomaniak account login credentials.
2. In the opposite case: follow the on-screen assistant to manually verify your identity or via kCheck:
   

And if the email address no longer exists…

If you have an Infomaniak account for which the login ID is of the form toto123@yahoo.com, there is no issue if the email address toto123@yahoo.com is deleted or is no longer valid. You just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and refer to this other guide to modify your Infomaniak account login email address.

However, if the email address used as an ID is hosted by Infomaniak (for example anna789@assoziation.ch) and an administrator deletes the email address in question or cancels the “assoziation.ch” Mail Service, the situation is different: you automatically receive an email on the secondary address and an SMS on the mobile phone number specified in your Infomaniak account:

The situation can also occur in a specific case of mail service management.

To be able to access your Infomaniak account again now that access is no longer possible with the old email address, the Infomaniak account user must go to the address mentioned in the SMS:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a sequence of numbers).
3. Enter the usual password (it has not changed):
   
4. Enter the new requested information:
   
5. You will be logged in to your account again: