Knowledge base

Some of our tools use technologies that will only run on the latest web browsers. As a result, we have chosen to disable access to older browsers (old versions of Firefox or Internet Explorer, etc.) to prevent issues during use.

The FTP File Manager, our control panel for VOD and streaming products, as well as our Webmail system, may not work with Microsoft Internet Explorer 7 and below, or with screens with a lower resolution than 1024x768.

Occasionally, even if you have the latest version of a given browser, it may be set up to run in compatbility mode, i.e. it presents itself as an earlier version to sites visited (which may resolve certain display issues, for example). You should therefore check within your browser that you have not enabled such a mode: Internet Explorer 9 (IE9), Internet Explorer 10 (IE10)

There is no longer any reason not to move to a recent version of a browser such as Mozilla Firefox. That way, you can be sure that any security flaws are regularly patched and that you can view sites with any of the latest technologies that they may contain. Therefore, we do not offer support for issue encountered with the aforementioned browsers and resolutions.


To access the old Webmail system, please go to https://webmail1.infomaniak.ch

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 problems, it is therefore important to respond quickly.

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

How do I pay a bill or renew a product?

To renew a product from the admin console:

1. open the Manager (manager.infomaniak.com)
2. in the upper right corner, click on Product(s) to renew or invoice(s) to pay
3. tick 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. at the top right, click on Pending orders
3. click on the order to be paid
4. click on Pay for the order
5. choose a means of payment and finish the process

How to display or print the invoice for a pending order

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

Accepted means of payment

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)

2 important notes:

• for the moment, payment by the prepaid account cannot (yet) be used for automated payments: you must manually pay every invoice, even if the prepaid account is sufficiently loaded,
• the limits of a deposit on prepaid account are from EUR 0.1 to EUR 9999 or CHF 0.1 to CHF 9999.

To learn more

• Enable or disable automatic renewal
• Add or change a payment method

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

When creating a user account, a client account is automatically created. For an individual, this is typically their last name and first name, while for a company, it is usually the company name.

Like a building composed of multiple apartments, where some tenants are owners and others are not, a client account may consist of multiple users with different rights:

• All rights: administrators of the client account (can remove other administrators)
• Users with restricted rights (access to specific products)

A client account is therefore made up of products (web hosting, email hosting, VOD, audio streaming, etc.) that can be managed by multiple users with different rights.

The client account concept is particularly useful for people who need to manage several different client accounts. For example, one could imagine 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 customer account to another in order to manage the various products of the 3 companies without having to log in and log out from the companies' client accounts each time.

If you have forgotten your username OR password to login to the Manager and WorkSpace, you can recover either by performing the following actions:

1. Open the following page: https://login.infomaniak.com/forgot
2. Choose the desired option and follow the instructions

If you have forgotten your username AND password, please contact the support team by email. Under no circumstances should your request be sent from an email address on your client account.   This enables us to authenticate your request and ensure your security.

Double authentication (or two-step validation) protects your account and your personal details using the password of your choice and  a second method of verifying your identtity, 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 get on their smartphone.

Configuration requirements

To use double authentication:

• you must have a compatible smartphone or mobile device:
  iOS (iPhone, iPad, …), Android, Windows Phone, Blackberry 10
• you don't have to be connected to the internet to get a validation code on your smartphone

To enable double authentication

1. open the next page:  https://manager.infomaniak.com/v3/profile/double-authentication (My profile>Security>Two-step validation)
2. click on Enable
3. choose the authentication method (using an Android, iOS, Windows Phone, Blackberry 10 application, by SMS, using a USB security key)
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 which is specific to this application:

1. open the following page: https://manager.infomaniak.com/v3/profile/application-password (My profile>Security>Application password)
2. click on 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 1 for contacts and 1 for calendars) or to use the same one to synchronise both services.

This guide shares some good practices when choosing a safe password.

Choosing a good password

There is no universal rule for choosing a password, but we recommend following these rules::

• Use a unique password for all your services (email addresses, FTP accounts, database users, etc.).
• Choose a password which is not linked to your identity (date of birth, middle name, etc.).
• Use at least 10 to 12 chracters and 3 types of symbols (numbers, special characters, etc.). One good idea is to create passwords from a sentence in order to remember them more easily.
  • Example 1: "You see I ate 12 for tea" becomes ucI8124t
  • Example 2 : the phrase "a bird in the hand is worth two in the bush" gives1bithiw2itb

To go further

• Where possible, enable two-step validation as a matter of course (double authentication).
• Generate and store your passwords using a password manager (KeePass, BitWarden, etc.).
• Do not send your passwords in your personal emails or store them in unencrypted notes.
• Do not configure your web browsers to remember your passwords.