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

Introduction

• 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 responsible.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• Only a owner/legal representative 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 a user of the Organization 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, if they wish, reuse by extending it to your Organization.

When adding, you will be able to:

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

Remove a user

As a user of the Organization with sufficient rights, you can:

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

Modify a user's permissions/rights

As a user of the Organization with sufficient rights, you can:

• change the role of another user,
• manage the products he has access to,
• as well as the administrative contact preferences whether they are yours or those of others.

Replace a legal representative

To change the legal representative of an Organization in 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 work teams

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

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 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 that do not wish to do so themselves.

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)
• … a company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001 and committed to sustainable development
• … 100% Swiss-made technological expertise with data hosted in Switzerland
• … a rich knowledge base and customer support available

Responsibilities and limits of intervention

As a web host, Infomaniak installs, secures, and keeps servers up to date, updates its web interfaces (Manager) and guides its clients in the use of services.

However, **Infomaniak does not intervene in the content of the servers or the development of websites**.

Technical support limitations

The technical support cannot help you with…

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

but can assist you with…

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

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

Find external help

For help with your site's content or organizing your emails, use the Infomaniak tender platform which lists over 1000 verified professionals, or consult the directory.

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

Preamble

• The Manager is Infomaniak's interface that allows you to manage your various Infomaniak products, such as domain names, hosting, as well as the administrative and billing aspects, 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 ID) and an Organization will be automatically created at this time.

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

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

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

1. Other users can have…

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

2. The other Organizations will be able to…

• … contain other products unrelated to the other Organizations
• … have their own users who will not have access to the 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 has to administer the products of 3 different companies, each having its own Organization containing their respective products. By adding the webmaster or partner as an administrator of their Organization, the latter can 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.

Browse 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 kSuite; click on the icon ‍ at the top right of the interface to switch between the kSuite apps (Mail for example) and the Manager:

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

Navigating 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):

There is another way in the FAQ: simply click on the link indicated in the guide (example) to go directly to the type of product concerned.

You will then only have to click on the name assigned to your product (for example domain.xyz when you arrive on the page 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:

Troubleshoot an issue on the Manager

Unable to log in?

Refer to this other guide.

The product you are looking for is greyed 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 back in to a completely different user account.

A mouse click does not load the desired page?

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

Is the desired operation not possible or is it displayed in grey?

Your user may no longer have sufficient rights within the Organization. Find out more with this other guide (or this one if it concerns actions related to messaging).

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

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

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 give them quick access to the services they need. 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 access to and invite them to the work team.
  • You own a kDrive: authorize access to a folder to a Work Team and evolve the access according to the users added or removed from the team over time.
  • You use Streaming or Ticketing services and you want to give your teams access: create a new team that will have access to these two products or two distinct teams that will have access to the two products in a completely independent manner.
• It is quite possible:
  • to add the same user to multiple work teams,
  • to invite external users to one of your work teams,
  • to add one or several users at once to a work team,
  • to designate a team leader to easily identify a project manager or the point of contact.

Manage your work teams

Familiarize yourself with the guides on this topic:

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

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 presents the current security model, which allows you to assign a different password to each device or software accessing the same email address.

Preamble

• This model enhances security by isolating access to an email address per user and per device.
• You can create multiple passwords for the same email address without interrupting existing connections.
• Each password can be revoked individually, without affecting other users or devices linked to this address.
• A password is never displayed again after its creation; simply create a new one if necessary.

Manage access to your email address securely with distinct passwords

Previously, changing the main password of an email address required updating it on all devices (IMAP/SMTP), often causing access interruptions.

The current model offers more flexible and secure connection management: like application passwords, each user, device, or software accessing an email address has its own password. This avoids widespread outages when a change or revocation occurs.

When creating a new email address, no single password is imposed. It is then possible to set specific passwords for each user and/or device according to the access needs for this address.

Additional password and/or user/device

You can add an additional password at any time for a new user, device, or software, without disrupting existing access to the email address.

To temporarily grant a collaborator access to your email address, create a dedicated password and transmit it securely; refer to this other guide on the subject.

When access is no longer needed, revoke only the password in question: other accesses to the email address remain active. This operation enhances security while simplifying user and device management.

For complete protection of your email address and account, also activate two-factor authentication on your Infomaniak accesses.

This guide explains how to manage the password of an email address from an Infomaniak Mail Service.

Preamble

• If you cannot log in to the Manager or Mail / kSuite, you will not be able to manage the passwords of any of the email addresses: refer to this other guide in this case.
• Changing the password of an email address means changing the IMAP / SMTP password: as soon as the password is changed, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility).

Set a password for an Infomaniak email address

Prerequisites

• Order a Mail Service from Infomaniak.
• Create one or more addresses on this Mail Service.
• Be Administrator or Legal Representative within the Organization.

To set a new password or add an additional password to an existing email address on your Infomaniak Mail Service:

1. Click here to access the management of your product in the Infomaniak Manager (need help?).
2. Click on the product name concerned.
3. Click on the email address concerned in the table:
   
4. Click on the Devices tab.
5. Click on the button to Add a device:
   
6. Enter the password to log in to your Infomaniak account if necessary.
7. Then in the drop-down menu, choose No user.
8. Choose an icon and a descriptive name for your device that requires the password.
9. Click on the button to Continue:
   
10. The new password created is displayed, you can copy it and keep it safe (password manager for example); it will no longer be displayed afterwards.
11. Click to display the recommended messaging parameters if necessary.
12. Click the button to Finish:
    
13. The new device appears in the list with information about the user who created it (you) and its creation date.
14. The action menu ⋮ located to the right of the item in question allows you to randomly generate a new password for this device, or to cut its existing connection (read the chapter on this subject further down in this guide) by removing it:
    

Create a password for a user

Instead of creating a password yourself and then having to communicate it to the user, you can directly allow a user who does not have as many permissions as you to obtain the password for the device they need:

1. Add the new user (existing in the Organization or not) as described in this other guide:
   
2. Once the user is added, switch to the devices tab to add a new device:
   
3. Enter the password to log in to your Infomaniak account if necessary, then select the user created in step 1.
4. Click on the first option to send a setup assistant for the user's device.
5. Click the Continue button:
   
6. Copy the invitation link valid for 30 days to be sent to the user.
7. If necessary, send the invitation to the user's email address:
   

In step 4 above, you can also choose to generate a password:

• The created password will be displayed, you can copy it and keep it safe (password manager for example); it will no longer be able to be displayed afterwards.

Reset/remove device password(s)

To cut any current IMAP/POP/SMTP connection that is being made using a password generated on this interface (this does not remove the address from the Infomaniak Mail Web App (online service ksuite.infomaniak.com/mail) — you need to administer the users of the email address for this), it is possible to revoke a device, or even delete all existing configurations in 1 click:

1. Click here to access the management of your product in the Infomaniak Manager (need help?).
2. Click on the product name concerned.
3. Click on the email address concerned in the table:
   
4. Click on the Devices tab.
5. Click the red link to disconnect all registered devices (confirmation is required).
6. Click on the action menu ⋮ located to the right of the device in question.
7. Click on “Change password” to cut the current connection but allow the device to reconnect with a new password directly.
8. Click on “Disconnect the device” to remove it from the list and delete the corresponding connection:
   

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.
2. Select the products to pay.
3. Click the Pay my selection button:
   
4. Choose a payment method and complete the procedure (choose IBAN to obtain a Pro Forma invoice before payment).

Pay for a pending order

To settle your order:

1. Click here to access order management on the Infomaniak Manager.
2. Click on the order to pay.
3. Click on Pay the order.
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
• PostFinance card (if the currency is in CHF)
• IBAN transfer (any 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
• 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
• PostFinance card (if the currency is in CHF)
• IBAN transfer (any banking fees are your responsibility)

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

Generate or print a PDF invoice

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

kAuth is a free mobile app that enhances and simplifies the security of Infomaniak accounts protected by two-factor authentication (or two-step verification). 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:
  1. your password
  2. and a second security method

• The kAuth app 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.

Next, 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, allow kAuth to access your camera (only required to scan the identification QR code).
   6. On your computer, click on 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.

App functionality

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:

or directly in the application:

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 a traditional OTP application or a code sent by SMS.

And without an Internet connection?

Notifications push 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 an application OTP traditional:

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.

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 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.

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.

Infomaniak Network SA is a neutral, independent company that fully controls the design and management of its data centers located in Switzerland, at the heart of Europe, as well as the servers installed there.

ISO Certifications

Infomaniak applies international standards to offer you reliable, secure, eco-friendly, and high-quality services. These certifications prove that the company does not settle for empty promises, but actually takes action for the environment, security, and customer satisfaction:

ISO 27001:2022 – Information security

This certification ensures that your data is well protected against risks (hacking, loss, theft, etc.). It is a mark of trust for the confidentiality of your information.

ISO 50001:2018 – Energy management

Infomaniak commits to using energy efficiently, by optimizing its equipment and datacenters to consume as little as possible.

ISO 14001:2015 – Environmental protection

This standard shows that Infomaniak takes concrete measures to reduce its ecological impact (recycling, energy management, responsible choices, etc.).

ISO 9001:2015 – Quality of services

Infomaniak implements control processes and continuous improvement to ensure customer satisfaction and product quality.

Steps are being taken to obtain other certifications, which are required, among other things, for the PCI-DSS certification planned for the future. However, it is not planned to be certified as a Health Data Host (HDS).

Learn more about Infomaniak