This guide explains how to add, modify, or remove users from an Organization within the Manager Infomaniak.

Preamble

• Since you opened your account with Infomaniak, you are part of at least one Organization.
  • If you were alone and it was not an invitation, an Organization was created in your name and you automatically become the legal owner.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• Only an owner/legal owner can make changes.
  • A potential collaborator who also has access to your Organization will not be able to modify details from their restricted account.

Add a new user

As an Organization user with sufficient rights, you can:

• add a new user.
  • This could be someone completely external to Infomaniak,
  • or someone who already has their own Infomaniak user account that they can reuse, if they wish, by extending it to your Organization.

When adding, you can:

• specify their role within the Organization,
• the products they will have access to,
• as well as the administrative contact preferences.

Remove a user

As an Organization user with sufficient rights, you can:

• remove one or more users,
• or leave an Organization you belong to on your own.

Modify a user's permissions/rights

As an Organization user with sufficient rights, you can:

• modify another user's role,
• manage the products they have access to, and the more specific permissions if it is access to an email address, for example,
• as well as the administrative contact preferences whether they are yours or those of others.

Replace a legal representative

To modify the legal representative of an Organization on the Manager, it is necessary to remove the user who has the role of legal representative, which implies naming a new legal representative in advance (indeed, it is impossible to remove a legal representative if there is no other legal representative for the Organization).

Manage users in a work team

You can organize the Organization's users within work teams.

This guide explains how the Infomaniak service administration interface named Manager https://manager.infomaniak.com works.

Preamble

• The Manager is the Infomaniak interface that allows you to manage your various Infomaniak products, such as domain names, hosting, as well as the administrative, billing part, etc.

Ordering a product = creating an account

If you do not yet have any products with Infomaniak, during the ordering process, you will be invited to create an account (with a login identifier) and an Organization is automatically created on this occasion.

For an individual, the name of the Organization will generally be composed of their first and last name, while for a company, it is generally the name or the company's legal name.

Once the Organization is created by this first user, it is possible…

1. … to add other users
2. … to create other Organizations

1. Other users may have…

• … all rights and therefore be administrator of the Organization
• … limited rights (access to specific products)
  • … with or without billing rights

2. Other Organizations may…

• … contain other products unrelated to other Organizations
• … have their own users who will not have access to other Organizations

The concept of Organization is particularly interesting for people who need to manage multiple products for different clients. Imagine, for example, that a webmaster is required to administer the products of 3 different companies, each having its own Organization containing their respective products. By adding the webmaster or the partner as an administrator of their Organization, the latter will be able to easily switch from one account (Organization) to another to manage the different products of the 3 companies without having to log in and out each time. Indeed, they will use a unique login identifier.

Navigate and access your products

There are several ways to access your products, for example, the list of your hostings (where your sites are located), once you are logged in.

Can't find your products?

If you are on an interface where your hosting products are not listed, you are probably on my kSuite; click on the icon at the top right of the interface to switch between the my kSuite apps (Mail for example) and the Manager:

If you still can't find them, check the currently displayed Organization...

Navigate within the Infomaniak Manager

You can navigate using the left sidebar by clicking on Web and Domain then on Hosting:


 

You can also click in the center of the homepage on Hosting (under Web and Domain):

Another way exists in the FAQs: simply click on the link (example) indicated in the guide to go directly to the type of product concerned.

All you have to do is click on the name assigned to your product (for example domain.xyz when you arrive on the page for managing your domain names).

Display the online tutorial

Click on the icon at the bottom right to get the visual guide presenting the main sections of the Manager again:

Resolve a problem on the Manager

Unable to log in?

Refer to this other guide.

Is the product you are looking for grayed out or invisible?

You are probably not in the correct Organization or user account if your usual products are not visible. Check and change the Organization (if your user allows it) or log in again to a completely different user account.

A mouse click does not load the desired page?

Do not click in the product selection boxes otherwise nothing will happen (except for the selection for a possible batch operation) but directly on the name assigned to the product concerned:

Is the desired operation not possible or grayed out?

Your user may no longer have sufficient rights within the Organization. Try to find out more with this other guide (or this one if it concerns actions at the email level).

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

Preamble

• Infomaniak Support may ask you to grant temporary access to part of your content.
• This access is strictly limited to the analysis context and is used solely to identify the source of the problem encountered.
• It saves time in diagnosis by avoiding unnecessary back and forth.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes.

Authorize Support to access a type of content

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 access management on the Infomaniak Manager.
2. Click the toggle switch to authorize access to the content of…
   
   1. … email addresses linked to the Web Mail app Infomaniak (online service ksuite.infomaniak.com/mail).
   2. … folders among the existing kDrive(s) in the Organizations of which the current user is a member.
   3. … discussions among the existing kChat product(s) in the Organizations of which the current user is a member.

With 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:
   

Who can access it?

• Only Infomaniak employees directly handling your support request.
• Access is only from Infomaniak's controlled facilities.

Duration and control of access

• You can revoke this access at any time.
• Otherwise, it expires automatically after 7 days.

Taking 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), do "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 captures.

… on macOS

1. Press the "CMD" + "shift" (the hollow arrow up — caps lock) + the "3" keys simultaneously.
2. Each press on these keys creates an image file 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 (e.g. Samsung, LG or Huawei)

1. Press the “Volume Down” (on the side) and the lock button simultaneously.
2. The captured image is automatically saved in a Screenshots folder in the gallery.

Windows Popup

To copy-paste an error message present in a Windows popup as text, 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 (CTRL + V) it in the body of the message you send to us.

Browser 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 affected by the issue.
3. The console tab displays JavaScript errors and missing online resources.

This guide explains how the Infomaniak Partner Program works and its main advantages.

Preamble

• Join the Infomaniak reseller network and grow your business with a cloud provider recognized throughout Europe for the reliability of its services and its commitment to privacy and ecology.
• Any company registered with the Swiss commercial register (or equivalent for European or foreign companies) and meeting the following conditions can become an Infomaniak Partner and reseller:
  • the total amount of products managed under the program must be equal to or greater than CHF 2000/year or €1800/year
  • the Partner must be a company registered with the Swiss Commercial Register/SIRET or equivalent, with an active website
  • the Partner provides support to its Clients or managed products
  • the Partner is responsible for invoicing its Clients or managed products
  • the Partner agrees to use exclusively Infomaniak products for contracts acquired through its tendering system
  • The Partner understands and complies with Reseller-specific terms and conditions
• Click here to join existing Partners and benefit from advantageous discounts or recurring cashbacks by ensuring the follow-up and technical support of your Clients.
• If you are an individual and wish to recommend Infomaniak products and earn commissions on your conversions, the Affiliate Program is an alternative not to be missed.
• It is not possible to be a Partner and an Affiliate simultaneously.

Specific guides for you & your Clients

• What is a Client?
• What is a Partner?
• Add a Client and manage their products
• Authorize a Partner to manage your products
• Manage access permissions between Partner and Client
• Manage Infomaniak billing between Partner and Client
• Export billing data for Customers
• Stop a relationship between Partner and Customer

Benefits of Infomaniak Partners

As an Infomaniak reseller, you contribute to the success of Infomaniak, which will do everything possible to satisfy your Customers. You have privileged access to the technical teams and have a real influence on the evolution of your services.

Substantial savings

• Advantageous rates for the most common domain extensions, in order to offer you the best quality-price ratio.
• Recurring cashback or discount up to -35% on products, combined with the decreasing rates of Web hostings.
• Free access to all WordPress themes and plugins Elegant Themes.
• Possibility to invoice products to your Customers who grant you complete access to their account.

Console dedicated to the management of your Customers and your revenues

• A dedicated interface to manage your Customers (Reseller space).
• Full or restricted access to your Customers' accounts: your Customers can choose to let you manage specific products or their entire account, including their billing.
• Management of the rights of your collaborators: you can define the users who can manage the products of your Customers for more security.

Directory and tender platform

• Visitors and Customers of Infomaniak can launch tenders that Partners receive exclusively.
• You can also appear for free on the Partners directory in order to strengthen your referencing, your notoriety and authenticate your status.

Learn more about Infomaniak

• Infomaniak, the Ethical Cloud
• Infomaniak's eco-responsible approach

Infomaniak continuously improves its products and customer service by prioritizing your suggestions shared via support, social media, or the Web. These suggestions are then discussed during the meetings of the relevant service.

Provide feedback on...

Infomaniak support is also at your disposal by email, chat, or phone if needed.

This guide presents the possibilities offered by the Infomaniak API.

Preamble

• The Infomaniak API allows you to leverage the full potential of the Infomaniak ecosystem in your applications and using the language of your choice.
• The Infomaniak API is a REST API; the protocol used is HTTP, requests and responses are encoded in JSON format; authentication is performed via the OAuth 2 protocol.
• Access to and use of the Infomaniak API are completely free.

Infomaniak API Usage Protocol

Using the API, you will be able to automate a wide range of actions and tasks on Infomaniak products and services, without having to use the product interfaces. Some examples of use:

• Store data.
• Send direct mail campaigns.
• Broadcast video or radio streams.
• Order or manage products.
• ... and much more!

For example, for a Mail Service: email box management, alias management, automatic response management, folder management, etc.

Create your first requests with the Infomaniak API

Refer to the documentation in English only on the possibilities offered by the API.

Request Format

The Infomaniak API is a REST API. The protocol used is HTTP, requests and responses are encoded in JSON. Authentication is performed via the OAuth 2 protocol.

To initiate a request, you must use the following syntax: /{version}/{command_path}. It is possible not to specify the version, but in this case, the latest version will be applied.

Refer to all available requests with the Infomaniak API.

API Response Codes

When using the Infomaniak API, you may encounter various response codes. These codes precisely indicate the status of your request.

Refer to the complete list.

Limits & Restrictions

There is a limit of 60 requests per minute with the Infomaniak API. This limit cannot be increased.

The use of the API is restricted to the products listed in the official documentation. Regular additions of products and services are made to it.

If the product or service you are interested in is in the documentation, you can use the following requests: GET; POST; PATCH; PUT; DELETE.

Learn More

• Generate and manage API tokens
• Infomaniak API: Documentation
• API Newsletter
• Make your first request using Curl
• Make your first request using PostMan

Complete list of tutorials

This guide details the two main types of identifiers. They are distinct, even if the address format can be identical.

Infomaniak Account vs Email Address

Here is a summary of these 2 types of identifiers:

What to do in case of a connection problem?

It is not necessary to contact Infomaniak Support (who does not have any of your passwords)…

• Problem with the Infomaniak account? Reset the account password.
• Problem with an email address? Reset the email password.

Explanations

1. Like many other online services, you registered with Infomaniak using a personal email address.
2. This personal email address serves as your login identifier when you want to access Infomaniak services.
3. This login identifier has its own password (set when creating your Infomaniak user account – your personal email address, see above).

There is no link between…

• … this identifier/password pair described in points 1/2/3 above…
• … and the email addresses you have created or obtained subsequently with Infomaniak.

A link might exist if the address is the same (for example, you signed up with the email address toto@abc.xyz and you also manage this same email address at Infomaniak) but even in this case, the password will probably be different — once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

Other identifiers?

Acquiring other Infomaniak products involves obtaining other identifiers, such as those required for FTP, MySQL, SSH, WebDAV connections, etc., but these identifiers are completely independent of the two types described above.

This guide explains how to enable or disable automatic renewal of your products.

Preamble

• You can automate the renewal of your products that are due to expire via the payment method of your choice.
• When placing new orders or renewing a product, this feature is automatically enabled if you are using a supported payment method (CB, Visa and MasterCard cards).
  • It is possible at any time to disable this feature.
• Once automatic renewal is enabled, the first payment attempt occurs 14 days before the product's expiration date.
  • It is not possible to enable automatic renewal if the product is less than 14 days from its normal expiration.
  • In this case, it is first necessary to renew the product before being able to enable this feature.
• Refer to this other guide if you are looking for information in case you were unable to renew the products on time or if an automatic renewal did not work, and thus avoid any service interruption in the future.

Enable automatic renewal

One product at a time

To enable the future automatic renewal of the product of your choice:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
   • Access requires authentication with a user who has sufficient rights.
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Click on the action menu ⋮ located to the right of the item concerned.
4. Choose to enable the automatic renewal of the product:
   
   
    
5. A window may then open to choose the desired payment method.

All products at once

To enable the future automatic renewal of all your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to enable the automatic renewal of products:
   
   

Disable automatic renewal

One product at a time

To disable the automatic renewal of your chosen product:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Click on the action menu ⋮ located to the right of the item concerned.
4. Choose to disable the automatic renewal of the product:
   
   
    
5. A window may then open to choose the desired payment method.

All products at once

To disable the automatic renewal of all your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to disable the automatic renewal of products:
   
   

This guide explains how to manually pay your Infomaniak invoices and what payment methods are accepted. Refer to this other guide if you wish to automatically renew certain products.

Preamble

• If invoices are not paid within the specified deadlines, the affected services will be blocked and then terminated in a second step.
• In case of a problem, it is therefore important to react quickly.
• To be notified by email of the expiration of a product, check the billing message configuration on your Manager.

Pay or renew a product

To renew a product before or at its expiration:

1. Click here to access payment management on the Infomaniak Manager.
   • Access requires authentication with a user who has sufficient rights.
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Select the products to pay:
   
4. Click the Pay my selection button (or the button to the left to get a Pro Forma invoice before payment):
   
5. Activate or ignore any options offered.
6. Choose a payment method and complete the procedure.

Pay a pending order

To settle your order:

1. Click here to access order management on the Infomaniak Manager.
2. Click on the action menu ⋮ located to the right of the order in question.
3. Choose Pay:
   
4. Choose a payment method and complete the procedure.

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

• credit card Visa, MasterCard, CB Carte Bleue
• card PostFinance (if the currency is in CHF)
• IBAN transfer (any potential banking fees are your responsibility)
• PayPal
• Twint: like bank cards, when paying on the Manager or the Shop, the Twint profile will be saved in your account as a payment method that can then be used for automatic renewals or payments without needing to rescan a QR code
• the prepaid account (it is possible to use the available balance and pay the rest of an invoice by another payment method)

To credit a prepaid account, you can use:

• credit card Visa, MasterCard, CB Carte Bleue
• card PostFinance (if the currency is in CHF)
• IBAN transfer (any potential banking fees are your responsibility)

The limits of a deposit on a prepaid account are 0.1 CHF/EUR to 9999 CHF/EUR.

Generate or print a PDF invoice

Refer to this other guide if you are looking for information about Infomaniak invoices.

Infomaniak kAuth is a free mobile application that enhances and simplifies the security of Infomaniak accounts protected by two-factor authentication (or two-step verification / 2FA). It is one of the methods that allows you to secure access to your Infomaniak user account.

Preamble

• Two-step verification protects your account and personal data when logging in to Infomaniak tools (manager.infomaniak.com and ksuite.infomaniak.com) by requesting:
  • your password…
  • then a second security method:
    
  • The mobile app kAuth is one of these methods (learn more about 2FA):
    

Install the kAuth app

Prerequisites

• Have an Infomaniak account (know your username and password).
• Have an iOS or Android mobile device.
• From your iOS or Android mobile device, download the Infomaniak kAuth app here:
  
  
   
• Install and open the application.

Then, you have two options to link your Infomaniak accounts to kAuth:

1. Log in from this mobile (recommended):
   1. Open the kAuth app from your mobile device.
   2. Click on Log in from this mobile.
   3. Enter the credentials of the Infomaniak account to be linked and authenticate your connection if necessary (need help?).
   4. Click the Authorize button.
2. Log in from a computer (if you choose this method, you will need a computer connected to the Internet):
   1. Open the kAuth app from a mobile device.
   2. Click on Log in from a computer.
   3. On your computer, open the page manager.infomaniak.com/2fa
      1. if two-factor authentication is not yet activated: click on Activate and choose kAuth Application.
      2. if two-factor authentication is already activated: click on Add an option then choose kAuth Application.
   4. On your mobile, click on Continue.
   5. If necessary, authorize kAuth to access your camera (only required to scan the identification QR code).
   6. On your computer, click Next to display the QR code to be scanned.
   7. Scan the QR code displayed on the computer.

Save backup codes

If you have just activated two-factor authentication, the application will automatically display your 10 personal backup codes.

How the mobile app works

When you attempt to log in to your account and after successfully entering your usual password, you receive a push notification on your mobile device asking you to authorize the connection ("YES / NO"), via a notification from the kAuth app:

or directly in the kAuth app:

If the connection is authorized, the initial page is automatically redirected to the Infomaniak account. You do not need to manually enter a one-time code as with an OTP app traditional or a code sent by SMS.

And without an Internet connection?

Push notifications do not work without an Internet connection, but kAuth also works without an Internet connection and always allows you to display a one-time code in the same way as a traditional application: Push notifications OTP app do not work without an Internet connection, but kAuth also works without an Internet connection and always allows you to display a one-time code in the same way as a traditional application:

1. Open kAuth from your mobile device.
2. Click on the relevant Infomaniak account.
3. Copy the one-time code (each code is valid for 30 seconds) on the login page:
   

You can thus always access your account while traveling or on vacation.

Add additional accounts

kAuth allows you to manage multiple Infomaniak accounts:

1. Open kAuth from your mobile device.
2. Click on the blue button 
   
3. Repeat the steps described above to link the account.

Delete a kAuth account

To delete your Infomaniak identity from the kAuth app, you must deactivate the kAuth security method from the 2FA section of the Manager of the relevant Infomaniak account.

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and Mail / ksuite.infomaniak.com) in case of forgetting your password or Infomaniak account login ID.

Preamble

• To log in within an Organization that manages one or more Infomaniak products, go to manager.infomaniak.com and enter the following information:
  1. A login email address (ID for the Infomaniak account).
  2. The password chosen when you signed up.
  3. A additional code if 2FA (two-factor authentication) is enabled.
• If you can log in to the platform but need a password for one of your email addresses, refer to this other guide.
• If you are having issues displaying the login form, especially on a mobile device, refer to this other guide on the subject.

You have forgotten...

... the password for the Infomaniak account

If you have forgotten this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter the login email address for your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You do not have access to any option”.

... the login email address for the Infomaniak account

When you signed up, you provided a phone number; it is possible to retrieve the login email address for the Infomaniak account using your phone number:

1. Click here to retrieve your login email address for the Infomaniak account.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two scenarios are then possible:

1. The system can identify your account: choose how to receive your Infomaniak account login ID.
2. In the opposite case: follow the on-screen assistant to manually verify your identity or via kCheck:
   

And if the email address no longer exists...

If you have an Infomaniak account for which the login ID is of the form toto123@yahoo.com, there is no problem if the email address toto123@yahoo.com is deleted or is no longer valid, you just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and take note of this other guide to modify your Infomaniak account login email address.

On the other hand, if the email address used as an identifier is hosted by Infomaniak (for example anna789@assoziation.ch) and an administrator deletes the email address in question or terminates the “assoziation.ch” Mail Service, the situation is different: you automatically receive an email on the secondary address and an SMS on the mobile phone number specified in your Infomaniak account:

Connection using your old "email address / password" pair will no longer work. You need to follow the SMS instructions:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a sequence of numbers).
3. Enter the usual password (it has not changed).
4. Enter the new requested information.
5. You will be logged in to your account again.

The following animation shows this procedure called "Infomaniak-Recovery" (or "connection address in the process of changing" at the kSuite user level):

1. Connection impossible with the old identifiers…
2. Connection mandatory using the SMS information…
3. And updating the information for reconnection:
   
   

This guide explains what a web host like Infomaniak is and specifies its role and limits of intervention.

Infomaniak, web host since 1996

According to Wikipedia, a web host is a company that provides Internet hosting for computer systems to individuals or entities who do not wish to do so by their own means.

Infomaniak is also…

• … decades of experience in hosting and online solutions
• … more than a million users in Switzerland and Europe (CHF 36.5 million in revenue in 2022)
• … company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001 and committed to sustainable development
• … 100% of "Swiss made" technological know-how with data hosted in Switzerland
• … a rich knowledge base and a customer support available

Responsibilities and limits of intervention

As a host, Infomaniak installs, secures, and keeps servers up to date, updates its web interfaces (Manager) and assists its customers in using the services.

On the other hand, Infomaniak does not intervene on the content of the servers or the development of websites.

Limits of technical support

The technical support cannot help you to…

• … solve problems related to site development or its updates
• … implement solutions (migrations, complete installations)
• … manually install WordPress
• … take remote control of your computer

but can assist you for…

• … solve problems related to the infrastructure or the Manager
• … clarify certain processes

A Premium assistance and a migration service are available for more demanding needs.

Find external help

For help with the content of your site or the organization of your mailboxes, use the Infomaniak tender platform which lists over 1000 verified professionals, or consult the directory.

This guide explains how to pay for all your Infomaniak services at once, even in advance and even for several years (if available for the type of product to be paid).

Group products on a single invoice

To group and pay for all future product renewals in one go:

1. Click here to access payment management on the Infomaniak Manager (need help?).
   • Access requires authentication with a user who has sufficient rights.
2. If necessary, click on the date filter (next 2 months) to Show all:
   
   
    
3. Select the products to group.
4. Click the Pay my selection button:
   
5. Choose a payment method and complete the procedure (choose IBAN to obtain a Pro Forma invoice before payment).

Renew products for several months/years

Some products (domain names with the .ch extension, for example) can also be paid/renewed for several months or years, in advance:

1. Click here to access payment management on the Infomaniak Manager (need help?).
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Select the products to group.
4. Choose the desired period (when available - depending on the type of product) using the dropdown menu located to the right of the item concerned:
    
   
    
5. Click the Pay my selection button and complete the procedure.

Generate or print a PDF invoice

Refer to this other guide if you are looking for information about invoices.

Thank you for entrusting the management of your services to Infomaniak, hoping that you enjoyed using them.

Preamble

• For most products, confirm the cancellation request by email, otherwise no data will be deleted.
• Outstanding and out-of-package fees remain due.
• A cancellation confirmation is sent to any other administrators of the Organization.
• Backups will be irrevocably deleted upon cancellation, making any restoration impossible.

Which product/service to cancel?

Collaborative Tools

• Mail Service
• kDrive
• kSuite
• my kSuite

Web & Domains

• Domain Name
• Web Hosting
  • Starter offer
• Site Creator
• Cloud Server
• SSL Certificate
• Custom Brand (Customized URLs)

Cloud Computing

• VPS Cloud / Lite
• NAS Synology
• Swiss Backup
• Jelastic Cloud Server (PaaS)

Events & Marketing

• Newsletter Tool
• Guest Manager

Streaming

• Audio Streaming
• Video Streaming
• VOD/AOD

Close your Infomaniak account.

Do not hesitate to share your personal experience with Infomaniak. Feedback from satisfied and less satisfied customers is useful and helps improve the quality of services and propose solutions tailored to needs!

This guide concerns the mobile app kCheck (application for iOS / Android smartphone or tablet), created to simplify identity verification procedures and enhance the security of your Infomaniak account.

Preamble

• For security reasons, to ensure the identity of the person making a specific request to Infomaniak, an identity verification procedure may be triggered in the following cases (non-exhaustive list):
  • forgetting an Infomaniak account password (user account)
  • forgetting a login email address
  • deactivating two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • when the first revenue reversal for the product Ticketing
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This application allows you to securely transfer the requested items.
• Infomaniak respects your privacy: the information transmitted via the kCheck application will be kept until your file is fully processed; it will in all cases be automatically deleted after 72 hours if this request is not processed.

Start identity verification

Prerequisites

• A QR code or a link provided by Infomaniak.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then have your identity verified with kCheck:

1. Launch the kCheck app on your mobile.
2. Tap Start.
3. Tap Scan a QR code.
4. Point the QR code provided with the camera.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Allow geolocation (mandatory to continue the procedure).
8. Select the type of ID you have (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie (of yourself) with your ID in your hand in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are prioritized with an average response time of 2 hours during business hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When you place your order, an e-mail is sent to the e-mail address associated with your Infomaniak Manager account. This e-mail contains the procedure to unblock your order. If you do not find it, you can resend it from your Manager by clicking on Resend the procedure from the red banner informing you of the blockage.

Prerequisites

• Open the e-mail containing the unblocking procedure.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then start the unblocking procedure with kCheck:

1. Launch the kCheck app on your mobile.
2. Tap Start.
3. Tap Scan a QR code.
4. Scan the QR code present in the e-mail.
5. Follow the unblocking procedure to the end.

Special cases

• If there is no response from you within 10 days, the order is automatically canceled and the payment is fully refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.

Infomaniak is an independent technology company based in Switzerland. It was founded in 1994 in Geneva and develops digital services for individuals, organizations, and businesses. The company is majority-owned by its employees and operates from Geneva and Zurich.

The infrastructure

Infomaniak designs, develops, and fully manages its own infrastructure, which includes data centers in Switzerland and all the servers installed there. The data entrusted to it is hosted and processed exclusively in Switzerland, ensuring the sovereignty, confidentiality, and security of the information.

The company offers a wide range of services, including website hosting, domain name registration and management, cloud solutions, collaborative suites, messaging services, and audio/video broadcasting and streaming tools. These services are designed to be high-performing, scalable, and suitable for both beginners and professional users.

Infomaniak's data centers are recognized for their energy efficiency and ecological design. Infomaniak has notably inaugurated a data center capable of recycling 100% of the energy it consumes to heat local housing, demonstrating a concrete commitment to ecology and sustainability.

Infomaniak emphasizes data protection and privacy. The services are designed and operated without advertising, without data analysis for commercial purposes, and in strict compliance with Swiss data protection laws and European standards such as the GDPR.

The services offered by Infomaniak include:

• web hosting and online stores with CMS support and automated backups
• domain name registration and management
• high-performance cloud solutions for hosting applications, servers, and data
• the collaborative suite kSuite including email, storage, calendar, video conferencing, AI assistant, and communication tools
• audio and video streaming solutions for media, radio, and events.

Infomaniak offers local and multilingual customer support, available with a comprehensive knowledge base, guides, tutorials, and direct assistance to help users with the use and configuration of their services.

Certifications

Infomaniak is certified according to several international standards that attest to the quality, security, energy management, and environmental impact of its activities. These certifications are regularly renewed and improved to ensure high performance standards.

The certification ISO 27001:2022 attests to the implementation of an information security management system covering data protection and defense against intrusions and information loss. The certification ISO 9001:2015 focuses on quality management, ensuring that the products and services provided meet customer needs and strict quality requirements. The certification ISO 14001:2015 concerns environmental management, with criteria for measuring and reducing the impact of activities on the environment. The certification ISO 50001:2018 aims to measure and continuously improve the energy efficiency of facilities and operations.

Infomaniak also compensates 200% of its CO₂ emissions through certified projects with high environmental and social value, demonstrating a proactive approach to reducing its ecological footprint.

Several Swiss labels reinforce this approach: the Swiss Made Software label, which certifies that the majority of software developments are carried out in Switzerland, the Swiss Hosting label, which confirms that customer data and online services are physically hosted in Switzerland, and the Swiss Made label, which emphasizes the Swiss origin of the services and the maintenance of all jobs in the country, particularly in Geneva and Zurich.

In 2025, Infomaniak also obtained the B Corp™ certification, an international label that recognizes companies meeting high standards in terms of social and environmental impact, governance, and transparency. This certification attests to a sustainable and ethical commitment that takes into account the needs of employees, customers, the community, and the planet.

This guide explains how to change the password of your Infomaniak account (= user account) on the Manager, the administration interface of your Infomaniak products.

Preamble

• This same password also allows you to log in to Mail Infomaniak and various iOS / Android applications such as kDrive, Infomaniak Mail, etc. (learn more).
• If you cannot log in to the Manager, you will not be able to change the password; refer to this other guide in this case.
• A change of login password can impact access to your mailbox as a password may be requested again for its use.
• You can also change only the passwords of email addresses.

Change the Infomaniak account password

To change the password of your Infomaniak account:

1. Click here to access the management of your settings (Infomaniak Manager).
2. Click on Modify from the Login Settings box under login password:
   
3. Enter the current login password as well as the desired new password.
4. Click on Save.

This guide introduces Work Teams, the user management system for your Organization, available on the Infomaniak Manager.

Preamble

• To facilitate access and the addition of a collaborator within the Infomaniak ecosystem, the Work Teams feature allows you to create user groups and grant them access to the services they need with just a few clicks. Examples:
  • You are a web agency and you want to give your webmaster teams access to all of your web hostings: with the Work Teams feature, you just need to create a new group, choose all the hostings they will need to access, and invite them to the work team.
  • You own a kDrive: authorize access to a folder for a Work Team and adjust access based on users added to or removed from the team over time.
  • You use Streaming or Ticketing services and want to give your teams access: create a new team that will have access to these two products or two separate teams that will have access to the two products completely independently.
• It is entirely possible to:
  • add the same user to multiple work teams,
  • invite external users to your Organization to one of your work teams,
  • add one or more users to a work team at once,
  • designate a team leader to easily identify a project manager or the point of contact.

Manage your work teams

Learn about the guides on this topic:

• Create a work team
• Modify a work team
• Delete a work team

This guide explains how to create a new Infomaniak account (= user account)…

• … with a brand new login identifier,
• … or by using an access you already have.

Preamble

• To be able to order and manage Infomaniak products within one or more Organizations, it is necessary to have an Infomaniak account.
• The same applies if a user wants to transfer Infomaniak products to you.

Create a new Infomaniak account

If you are a new Infomaniak user:

• Click here to sign up.
• Fill in the requested information and complete the registration.

Create a new Organization

You can create multiple Organizations (i.e., a space to manage your products) by accessing them with the same login identifier and password, to separate your professional and personal activities or when managing multiple clients:

1. Click here to access the management of your settings (Infomaniak Manager).
2. Click on Manage from the My organizations box.
3. Click on the Create a new organization button
   
4. Follow the procedure to create a new Organization.

This guide explains how to modify the role and permissions of a user so that the latter has only a restricted legal role or access to only certain features of your Organization present in the Infomaniak Manager.

Preamble

• Since you opened your account with Infomaniak, you are part of at least one Organization.
  • If you were alone and it was not an invitation, an Organization was created in your name and you automatically become the legal representative.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• You can define if a user…
  • … is part of your Organization and if he must have the role of:
    • Legal representative
    • Administrator
    • Collaborator
  • … is external to your Organization (limited rights):
    • External users are not included in the sharing of calendars and address books for the entire Organization.

Modify the rights/permissions of a user

Prerequisites

• Be Administrator or Legal representative within the Organization.
• Note, it is only possible to assign the role of legal representative if you yourself have this role in the Organization.
• Be aware of the different permissions (access rights to products for example) and administrative contact preferences of a user within an Organization.

To modify the role of a user:

1. Click here to access user management on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the user concerned.
3. Click on Modify the role:
   
4. Modify the desired role:
   
5. Click on the Save button.

If you assign the user a simple collaborator role…

… you will be able to modify the services to which he can access; refer to this other guide: