Knowledge base

This guide explains how to add a user to a customer account. This is very useful for allowing the user access to some of your Infomaniak products and services.

Requirements:

• Administrator rights or owner rights for your customer account in order to invite a new user to it.

Create a new user

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. In the left side menu, click on User management
3. In the top right-hand corner, click the Add a user
4. Follow the assistant to finish the process:
   • If the user you've added doesn't yet have a customer account with Infomaniak, they'll be invited to create one.
   • If the user you've added already has an Infomaniak account, they will be able to switch from their original account to the new account using the drop-down menu in the top left of the Manager (by clicking on the chevron and then the name of the current customer account in the Manager).

Find out more

• Quickstart guide: Manager
• Manager: change a user role
• Manager: create a work team

The username and password used to log in to the Manager (admin console for your products) and Infomaniak Mail 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
  • Infomaniak Mail https://mail.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 Infomaniak Mail or the Manager with an email address not managed by Infomaniak (e.g. email@yahoo.fr).

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

Find out more

• Changing Manager / Infomaniak Mail password
• Changing an email account password
• Testing the password for an email account

This guide explains how to move from organisation to another via your Manager.

The organisations are customer accounts containing Infomaniak products and services. It is entirely possible to have access to several organisations using the same login credentials.

Change organisation via the Manager dashboard

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. At the top left, click on the arrow pointing downwards
   
   


3. In the drop-down menu displayed, click on the name of the current organisation to display the list of the organisations to which you have access
   
   


4. Select the organisation you wish to access
5. The change of organisation is immediate

Change organisation via your Infomaniak profile page

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. At the top right, click on the tab with your initials then select Manage my profile
   
   


3. Via the My organisations box, click on Manage
   
   


4. Click on the two arrows icon to the far right of the organisation name to access it
5. The change of organisation is immediate

This guide explains why you may receive an automatic security email about your Infomaniak account.

A security email is automatically sent when a new login to your account is made from a new location.

This can happen particularly if you use your browser's private browsing mode or if you access your account from a new computer. If an unauthorized person accesses your Infomaniak account from a computer you do not use, you will be warned immediately.

To sum up:

• If you receive this email just after logging in to your Infomaniak account, you can ignore the login warning email.
• If not, it is recommended that you change your Manager password and the passwords of the email addresses linked to your Infomaniak Mail: https://faq.infomaniak.com/711

This guide explains how to manually pay your invoices and what the accepted payment methods are.

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. Connect to your Infomaniak space (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. Connect to your Infomaniak space (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. Connect to your Infomaniak space (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 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 place an order for a product for which you have a discount or a free voucher (promotion code or a free voucher already confirmed by one of our support agents).

Using a free voucher

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Click the type of product for which you have received a free voucher (if necessary, click Back... in the menu on the left side)
3. Click the Order button
4. When the shopping cart summary is displayed, activate the free voucher using the drop-down menu displayed next to the product concerned
5. Finish the order

If the drop-down menu is not displayed next to the product concerned:

• Check that you are logged in with the correct client account in the Manager: http://faq.infomaniak.com/1989
• Check that you have a free voucher for the product you have ordered

Using a promotion code

A promotion code is used at the end of an order placed in our new shop, which enables you to purchase new products, like Swiss Backup.

• First, choose your preferred payment method
• Enter the promotion code
• Click Apply
• Finish the order

This guide explains how to update customer account details. It is important to keep your details up to date so that you can receive communications from us (service renewals, important security information, product upgrades etc.).

Update customer account details

1. Log in to Manager (https://manager.infomaniak.com)
2. Click on Customer account either in the left-hand side panel or by clicking on the dot in the top right
3. In the box containing the details, click on the blue Change button

Find out more

• Inviting a user to an account
• Edit user rights/permissions

This guide explains how to delete a customer account.

Delete a customer account

Requirements:

• Cancel all products on the account
• Withdraw the money from the prepaid Infomaniak account
• Pay outstanding invoices

Delete a customer account

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. In the top right corner, click on the circle with your initials
3. Click on Customer account, at the bottom of the page, click on Delete the client account

Find out more

• Quickstart guide: Manager
• Manager: delete a user from a customer account
• Manager: replace the owner for a customer 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