Knowledge base

This guide explains how to change the password for most of our services. It is not possible to read the password currently in place because it is encrypted, the only solution is to apply a new one over the old one.

Change the password to access the Manager and WorkSpace

• https://faq.infomaniak.com/2193

Change an email address password (email account

• do it from WorkSpace: https://faq.infomaniak.com/711
• do it from the Mail hosting control panel: https://faq.infomaniak.com/1321

Change the user password for a MySQL database

• https://faq.infomaniak.com/846

Change the user password for a FTP account

• https://faq.infomaniak.com/916

The username and password used to log in to the Manager (admin console for your products) and WorkSpace online email interface to use one or more email addresses) are not necessarily the same as those used for an email account hosted by Infomaniak.

In short, you have:

• 1 username (in the form of an email address) and 1 password to access
  • the WorkSpace https://workspace.infomaniak.com/
  • and the Manager https://manager.infomaniak.com/
• 1 password for each email account hosted by Infomaniak

These can be identical or not, as you choose. And if you change one, this will not change the other one.

For example, it is possible to log in to the WorkSpace or the Manager with an email address not managed by Infomaniak (e.g. email@yahoo.fr).

Similarly, the password used to log in to the WorkSpace or the Manager could be "pAssW8ox3C", while the password for your Infomaniak email address is "h6Kcy34rT".

Find out more

• Changing an Infomaniak / WorkSpace password:  https://faq.infomaniak.com/2193
• Changing an email account password: https://faq.infomaniak.com/2017
• Testing the password for an email account



Link to this FAQ:

To set a logo that will replace the text of the group name at the top left of the screen

1. open the Manager (https://manager.infomaniak.com/v3/accounts/edit)
2. click on LOGO

Final format: 270 x 70 px / TRANSPARENT PNG

This guide explains how to manually pay your invoices and what the accepted payment methods are. If the invoices are not paid within the time specified, the services concerned are blocked, then terminated thereafter. In case of a problem, it is important to respond quickly.

Do you want to simplify your life and automatically renew certain products?

How do I pay an invoice or renew a product?

To renew a product from the admin console:

1. Open the Manager (manager.infomaniak.com).
2. In the top right corner, click Product(s) to renew or invoice(s) to pay.
3. Check the invoices to pay and click on the Pay my selection button.
4. Choose a payment method and complete the process
   (choose IBAN to obtain a pro forma invoice before payment).

How do I pay for a pending order?

1. Open the Manager (manager.infomaniak.com).
2. In the top right corner, click on Pending orders.
3. Click the order to be paid.
4. Click Pay for the order.
5. Choose a means of payment and finish the process.

How do I display or print the invoice for a pending order?

1. Open the Manager (manager.infomaniak.com).
2. In the top right corner, click on Pending orders.
3. Click the order to be paid.
4. Click the Actions button and then See the pro forma invoice.

Accepted payment method

To pay for a new order, a renewal or a change of deal, you can use:

• Visa, MasterCard, Carte Bleue.
• PostFinance card (if the currency is CHF).
• IBAN transfer (any bank fees must be paid by you).
• PayPal.
• The prepaid account (it is possible to use the available balance and pay the rest of an invoice by another payment method).

Accepted payment methods for crediting a prepaid account

• Visa, MasterCard, Carte Bleue.
• PostFinance card (if the currency is CHF).
• IBAN transfer (any bank fees must be paid by you).

Learn more

• Enable or disable automatic renewal.
• Add or change a payment method.
• The deposit limits on a prepaid account are from EUR 0.1 to EUR 9999 or CHF 0.1 to CHF 9999.

This guide explains how to migrate an old hosting to our current plans.

Our new hostings are a lot more reliable, flexible and secure. Find out more

Migrating an old hosting to our new hosting plans

1. open the manager (manager.infomaniak.com)
2. go to Hosting
3. click on the hosting/domain name concerned
4. click onManage thenChange the offer (if you do not see the Change the offer button please make sure that you are logged in using an account that has the billing rights)

Then carefully follow the guide befitting your situation:

1. keep your current site (recommended)
2. remove the contents of your hosting and create a new site (ideal for starting again from scratch)
i>keep your current site and move to a Cloud Server

This guide explains how our Manager administration console (https://manager.infomaniak.com/) works. This interface enables you to manage different Infomaniak products, such as domain names, hosting, etc.

Ordering a product = account creation

If you do not have any Infomaniak products yet, you will be invited during the ordering process to create a user account (with a login) and a client account is automatically created at that time.

For individuals, the client account generally consists of the name and first name, whereas for a company, it is generally its business or company name.

Once the client account has been created by the first user, it is possible to:

1. add other users
2. create other client accounts

1. The other users can have:

• full rights and thus become the administrator of the client account
• limited rights (access to specific products)
• with or without invoicing rights

2. The other client accounts may:

• contain other products unrelated to the other client accounts
• have their own users who will not have access to other client accounts 

The client account concept is particularly useful for people who need to manage several products for different clients. For example, imagine that a webmaster or partner needs to manage the products for three different companies, each with its own client account containing their respective products. By adding the webmaster or partner as administrator of their client account, the latter can easily switch from one client account to another in order to manage the various products of the 3 companies without having to log in and out of the companies' client accounts each time. In fact, they will use a single login.

Creating a new client account or an additional client account

Find out more: https://www.infomaniak.com/en/support/faq/2330

Switching to the additional client account:

Find out more: https://www.infomaniak.com/en/support/faq/1989

Adding a user to this account

Find out more: https://www.infomaniak.com/en/support/faq/1404

Editing the user's rights for this account

Find out more: https://www.infomaniak.com/en/support/faq/1633

Removing a user from this account

Find out more: https://www.infomaniak.com/en/support/faq/1738

Deleting a client account

Find out more: https://www.infomaniak.com/en/support/faq/2191

Further action: https://www.infomaniak.com/en/support/faq/2228

Two-step validation (or double authentication) protects your account and your personal details using the password of your choice and a second method of verifying your identity, like a code obtained on your smartphone, for example. If a malicious person managed to decrypt or steal your password, they would still need to have a validation code, which only the legitimate user can receive on their smartphone.

Configuration requirements

To use double authentication:

• You must have a compatible smartphone or mobile device:
  iOS (iPhone, iPad, etc.), Android, Windows Phone, Blackberry 10.
• You do not have to be connected to the Internet to receive a validation code on your smartphone.

Enabling two step validation

1. Open the next page: manager.infomaniak.com/2fa  (My profile>Security>Two-step validation).
2. Click Enable.
3. Choose the authentication method (we recommend Infomaniak Auth)
4. Follow the information displayed on the screen to end the procedure (note the security code carefully).

Steps to follow to synchronise the WorkSpace contacts and calendars

If you are synchronising WorkSpace contacts and calendars with a mobile device or messaging software, follow these steps to generate a new password specific to this application:

1. Open the following page: https://manager.infomaniak.com/v3/profile/application-password (My profile>Security>Application password).
2. Click Generate a password.
3. Use the specific password to configure the synchronisation of the contacts and calendars in your email software and/or your mobile device.

Note: You can generate several specific passwords (for example one for contacts and one for calendars) or to use the same one to synchronise both services.

This guide explains how to transfer an Infomaniak product from one client account to another.

Generating the transfer link for the product to be transferred

1. Open this page with the login details for the account which contains the product(s) to be transferred (this will only function if you are in the right client account, connected with a user who has sufficient administrative rights)
   
2. Click Transfer products
3. Tick the product(s) to be transferred
4. Read and accept the terms and conditions
5. Click Transfer
6. Copy the transfer link or send it to the email address of your choice

Importing the product into the chosen account

Open the link you have copied or from the email with the login details of the client account

1. If necessary, choose the destination account using the drop-down menu
2. Read and accept the terms and conditions
3. Click Receive products (if the button is not clickable, make sure you have selected the destination account). The current owner of the product must validate the transfer within one week

This guide explains how to change the billing address for an Infomaniak account.

Changing the account's billing address

1. open the Manager (manager.infomaniak.com)
2. go to Client account
3. click on Change
4. update the account details
5. click on Save

For your information, this address determines the currency (CHF/EUR/etc.) for the account.

Adding billing addresses

It is possible to create additional billing addresses to assign invoices to different people:

1. Open the Manager (manager.infomaniak.com)
2. go to Client account
3. in the left side menu, click on Accountingthen on Billing addresses
4. click on the button Add
5. when renewing a product, choose the billing address you want

This guide explains how to add a user to a client account.

Creating a new user

1. open the Manager (manager.infomaniak.com)
2. log in with a user who has sufficient rights
3. click on Users
4. click on Invite a user
   
   
5. follow the wizard to finish the process