This guide explains how to contact and authorize Infomaniak Support to access your online productsand especially regarding their content, and provide useful details when submitting a support request.

Contact Infomaniak Support

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

To ensure proper handling, each request must be submitted through the support center (❓: help):

• This process generates a ticket, automatically routes the request to the relevant department, and ensures complete follow-up until it is resolved.
• Once the request is registered, communication can then continue directly via email with the support team.

Before contacting support, it is also recommended to consult the knowledge base (❓: help), which contains many guides and answers to frequently asked questions.

Allow Support to access a type of content

Infomaniak Support may ask you to grant temporary access to part of your content; this helps save time in the diagnosis by avoiding unnecessary back-and-forth communication:

• This access is strictly limited to the context of the analysis and is only used to identify the source of the problem:
  • Only Infomaniak employees directly handling your support request have access to it.
  • Access is only granted 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.
  • If not, it will expire automatically after 7 days.

To allow Infomaniak to access a specific part of your services (granting access to one piece of content never grants access to others; each authorization is specific and independent) :

1. Click here to access the access management section in your Infomaniak Manager.
2. Click on the toggle switch to allow access to the content of...
   
   1. ... email addresses associated with the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail) + contacts & calendars,
   2. ... folders from one or more existing kDrive accounts within the Organizations to which the current user belongs,
   3. ... discussions from one or more existing kChat products within the Organizations to which the current user belongs.

With kSuite, you can also do this by clicking here or proceed as follows to achieve this:

1. Click on Settings in the top right corner.
2. Click on Support in the left-hand menu:
   
3. Click on the toggle switch to allow access to the content of...
   

Taking screenshots

… on Windows

Microsoft offers pre-installed software (❓: help) dedicated to taking screenshots. To quickly take a screenshot:

1. Display what you want to capture on the screen.
2. Press the Windows + Shift + S keys simultaneously.
3. Select the desired area, then paste the image directly into your message (CTRL + V).

… on macOS

1. Press the CMD + Shift + 3 keys simultaneously (or CMD + Shift + 4 for a specific area).
2. Each time you press these keys, an image file is created on your computer's desktop.

… on iOS (iPhone, iPad...)

1. Simultaneously press the side (or top) button and the Volume Up button.
2. Then, retrieve the screenshots in the "Photos" app on your device.

… on Android (e.g. Samsung, LG or Huawei)

1. Press the Volume Down button and the lock button simultaneously.
2. The captured image is automatically saved in a screenshots folder in your gallery.

Copy the content of an alert window

… on Windows

To copy and paste an error message displayed in a Windows pop-up window as text, simply press the CTRL + C keys on your keyboard to copy the message to the clipboard. You can then paste it (CTRL + V) into the body of the message you are sending.

Accessing the browser's JavaScript console

… on Windows

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

… on macOS

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

1. Then, click on the icon with a crossed circle or similar to reset the log.
2. Display the page of your website that is experiencing the issue.
3. The console tab displays JavaScript errors (❓: help) and online resources that could not be found.