Getting started guide: kCheck

In some circumstances and for security reasons, an ID verification procedure is required to confirm the identity of the person making a specific request.

This check may be carried out in the following situations (list is not exhaustive):

Forgotten user password
Forgotten login email address
Disabling double authentication (two-factor identification)
Unblocking an Infomaniak account
When Ticketing revenue is paid for the first time
When a product is ordered (suspicion of spam or phishing, brand name etc.)

Important: we respect your privacy: The data transferred via the kCheck application are kept until the treatment of your file is finished. In any case, they will be automatically deleted after 72 hours if this order is not processed.

How the ID verification procedure works

This process requires:

A QR code or a link provided by Infomaniak
The Infomaniak Check (kCheck) app installed on your iPhone or Android phone
An Internet connection on your phone

You can then verify your identity with kCheck:

Launch the kCheck app on your phone
Click Start
Click Scan a QR code
Use the camera to hover over the QR code provided
Enter your mobile phone number
Enter the confirmation code received
Enable geolocation (necessary in order to continue the process)
Select the type of ID you have (ID card or passport)
Follow the steps to take a photo of your ID
Then take a selfie holding your ID in your hand in front of you

Your documents will then be sent securely to our support. These requests are given top priority with an average turnaround time of 2 hours during our support business hours.

Blocked order

Thank you for choosing Infomaniak to host your websites, email and data! For security reasons, certain orders may be automatically blocked.

When you place your order, an email is sent to the login email address of your Infomaniak Manager account. This email contains the procedure to unblock your order. If you cannot find it, it can be sent again via your Manager by clicking Re-send the procedure in the red banner that informs you of the blocked order.

Unblocking procedure

Open the email containing the unblocking procedure
Install the kCheck application on your Android or Apple telephone
Scan the QR code in the email
Follow the unblocking procedure to the end

Special cases

If we do not hear from you within 10 days, the order is automatically cancelled and payment is fully refunded via the means of payment used
If you do not have a mobile phone to follow the procedure, please contact our support team

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