This guide explains how to regain access to Infomaniak services (manager.infomaniak.com and mail.infomaniak.com in particular) in case of a problem with the mobile app kAuth (app for iOS / Android smartphone or tablet) if this is the security method you chose during 2FA activation (two-factor authentication).

Before changing your mobile device

If you plan to change your iOS / Android device on which the kAuth app is installed, before doing so:

• Log in one last time with 2FA on the Infomaniak Manager.
• Remove security temporarily (or modify the verification method to obtain a code by SMS, for example).
• Then on the new device, install and open the mobile app kAuth to re-authenticate with 2FA via kAuth!

After changing your mobile device

If it's too late and you haven't followed the method above, check in the mobile app kAuth if your account is still present; it may be that you are no longer receiving the connection authorization request notification YES / NO and in this case:

1. Open the mobile app kAuth (app for iOS / Android smartphone or tablet) on your device.
2. Tap on the account in question.
3. Note the temporary code that appears.
4. Enter this code on the login page for the Manager.
5. Once logged in, deactivate two-factor authentication.
6. Then reconfigure two-factor authentication by choosing kAuth and adding your account to the mobile device which will reactivate the notifications.

If it's too late, and no account is displayed in the mobile app kAuth, there's no need to call Infomaniak or add your account in the app (without having followed the first explanation at the top of this guide), the registration will loop since a code will be requested...

And in this case, no choice, you will have to provide a number of security elements manually or via the app Infomaniak Check (kCheck) to regain access to your account:

1. Click here to access the Infomaniak Manager login page.
2. Enter the username and the correct password.
3. When prompted for additional authentication, click on the alternative methods:
   
4. Choose to enter one of your recovery codes if you had downloaded the sheet when activating 2FA:
   
5. Otherwise, select the last option to request help to access the form for submitting your ID documents and recognition selfie:
   
6. Follow the procedure to the end and wait: