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/2145

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 Infomaniak admin console and WorkSpace are not necessarily the same as those used for an email account hosted by Infomaniak.

In short, you have:

• 1 username and 1 password to access the WorkSpace and the admin console (Infomaniak account)
• 1 username (email address) and 1 password for each email account hosted by Infomaniak

These can be identical or not, as you choose.

For example, it is possible to login to the WorkSpace or the admin console with an email address not managed by Infomaniak (e.g. email@yahoo.fr). Similarly, the password used to login to the WorkSpace or the admin console 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

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 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.

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. in 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 th etop right, click on Pending orders
3. click on the order to be paid
4. click on the Actions button then on See the invoice pro forma

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 0.1 EUR to 9999 EUR or 0.1 CHF to 9999 CHF.

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

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

Migrating an old hosting to our new deal

1. open the manager (manager.infomaniak.com)
2. go to Hosting
3. click on the hosting/domain name concerned
4. click on Change deal

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)
3. keep your current site and move to a Cloud Server

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 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 (https://manager.infomaniak.com)
2. Click on Users (1)
3. Click on Invite a new user
4. Follow the wizard to finish the process

This guide explains how to delete a client account and how to remove a user from a client account. If you do not understand what a client account or the user of a client account are, read this guide.

Deleting a client account

You cannot delete a client account if it still contains active products, money on the prepaid account or outstanding invoices.

To delete a client account:

1. Open the admin console (https://manager.infomaniak.com)
2. Click on Client account
3. At the bottom of the page, click on Delete the client account

Removing a user from a client account

An administrator can not be removed if they are the person legally responsible for the account.

To remove a user from a client account:

1. Log in to the admin console (https://manager.infomaniak.com)
2. Click on Users
3. On the line to the right of the user to be removed, click on the action button and click on Remove the account

This guide explains how to switch from one customer account to another in the Infomaniak console.

Prerequisites:

• understanding the client account concept: https://faq.infomaniak.com/1990
• The user must have been added to the client accounts they want to manage (help: https://faq.infomaniak.com/1404)

Changing client accounts

1. open the Manager (https://manager.infomaniak.com)
   
2. In the top left, click on the current account name and in the menu that appears, click on the desired client account