This guide explains how to contact and authorize Infomaniak Support to access your online products, and more specifically their content, and provide useful details when requesting assistance.

Contact Infomaniak Support

Some email addresses, such as support@infomaniak.com, are not intended to receive direct support requests.

To ensure proper handling, each request must be submitted via the support center:

• This process allows for generating a ticket, automatically directing the request to the relevant team, and ensuring complete follow-up until resolution.
• Once the request is recorded, exchanges can then continue directly by email with support.

Before contacting support, it is also recommended to consult the knowledge base, which includes numerous guides and answers to frequently asked questions.

Authorize Support to access a type of content

Infomaniak Support may ask you to grant temporary access to part of your content; this saves time in diagnosing by avoiding unnecessary back and forth:

• This access is strictly limited to the analysis context and is used solely to identify the source of the problem encountered:
  • Only Infomaniak employees handling your support request directly.
  • Access is granted only from Infomaniak's controlled facilities.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes:
  • You can revoke this access at any time.
  • Otherwise, it expires automatically after 7 days.
     

To authorize Infomaniak to access a specific part of your services (authorizing access to content never opens access to others; each authorization is specific and independent):

1. Click here to access helpdesk access management on the Infomaniak Manager.
2. Click the toggle switch to authorize access to the content of…
   
   1. … email addresses linked to the Mail Infomaniak web app (online service ksuite.infomaniak.com/mail) + contacts & calendars,
   2. … folders among the existing kDrive in the Organizations of which the current user is a member,
   3. … discussions among the existing kChat products in the Organizations of which the current user is a member.

With my kSuite+, you can also do this by clicking here or proceed as follows to get there:

1. Click on the Settings icon at the top right of your kSuite window.
2. Click on Support in the left sidebar:
   
3. Click on the toggle switch to allow access to the content of…
   

Take screenshots

… on Windows

Microsoft provides a pre-installed software dedicated to screenshots. But to do it manually:

1. Display what you want/need to transmit on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. Save your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of desired screenshots.

… on macOS

1. Press the "CMD" + "shift" (the hollow upward arrow — caps lock) + the "3" keys simultaneously.
2. Each time you press these keys, an image file is created on your computer's desktop.

… on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" (the two only physical buttons) buttons simultaneously.
2. Retrieve the screenshots in the "Photos" app of your device.

… on Android (for example Samsung, LG or Huawei)

1. Press the "Volume Down" (on the edge) and the lock key simultaneously.
2. The captured image is thus automatically saved in a Screenshots folder in the gallery.

Copy the content of an alert window

… on Windows

To copy-paste as text an error message present in a Windows “popup” window, a simple press on the CTRL + C key on your keyboard is enough to copy the message to the clipboard. You will then be able to paste it (CTRL + V) into the body of the message you are sending.

Obtain the browser's JavaScript console

… on Windows

Chrome, Firefox and Safari: enter the key combination CTRL + SHIFT + i
Internet Explorer and Edge: press the F12 key

… on macOS

Chrome: enter the key combination ⌘ + ⌥ + J
Safari: enter the key combination ⌘ + ⌥ + C

1. Then, click on the crossed-out circle icon or similar to reset the log.
2. Display the page of your site concerned by the issue.
3. The console tab displays the JavaScript errors and online resources not found.