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

In summary, 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/2017
• Changing an email account password: https://faq.infomaniak.com/2017
• Testing the password for an email account

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 admin console (https://manager.infomaniak.com)
2. in the upper right corner, click on Product(s) to renew or invoice(s) to pay
3. tick the invoice(s) to pay and click on the Next 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 admin console (https://manager.infomaniak.com)
2. near the top of the page, click on Product management
3. on the left side panel, click on Pending orders
4. in the Actions column in the table, click on the middle Pay icon
5. choose a payment method and complete the process

To view or print the invoice for a pending order:

Accepted payment methods

To pay for a new order, a renewal or a change in offer, 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 your hosting to our new hosting services.

Preliminary comments

1. Migration is free, requirestechnical skills and is not compulsory
2. Once you migrate, it is impossible to return to the old console
3. During the migration, you will have the choice to cancel the Web Hosting and/or Mail Hosting product. If you no longer need either of these services, you can thus reduce your bill when your contract next expires
4. During the migration you will also have the choice of migrating your current Web data or to begin again with a new clean disk space. In both cases, your current site remains visible to your visitors for 1 month and you decide when it is time to definitively switch the traffic to the site on the new server

Why migrate to the new console?

The new Infomaniak console is more powerful and is constantly evolving.

By migrating now, you will immediately benefit from the following advantages:

• WordPress installation in 1 click with My Easy Site (to find out more)
• > 130 WordPress themes included for free with My WordPress Site (Elegant Themes, WooThemes*, Thrive Themes)
• 1-click installation of over 100 Web applications (Joomla, Drupal, ownCloud, etc.)
• advanced configuration of the DNS of your domain names (to find out more)
• access to the latest technologies: PHP 7, MySQL 5.6, etc.
• managing several sites with one hosting (multisite management)
• changing PHP version on the fly (to find out more)
• option of dissociating the Web hosting from the Mail hosting
• adjusting storage space according to your needs
• further facilitated migration to a Cloud Server (to find out more)centralised management of all your Infomaniak products
• free SSL certificates (to find out more)
• ultra fast 100% SSD Web hosting (to find out more)
• enable a maintenance mode in 1 click (to find out more)create a web page in 1 click (to find out more)
• continued improvement of the products...

Knowledge required to perform the migration <!>

Ffor the moment, the migration procedure is partially automatic and requires technical knowledge to be successful:

• the recovery of the hosting content (files, databases, etc.) is automatic
• but you absolutely must know how to adapt the name, the server, the user name and password of the database in the configuration file of your Web applications (WordPress, Joomla, etc.). You must also be comfortable with the idea of an FTP account.
• PHP versions below PHP 5.5 are not supported and sites operating with old PHP versions may need to be adapted. To find out more

Functions not supported with our new offers

• generating an internet site (replaced by My WordPress Site)
• PHP versions before PHP5.5
• The SMS platform of your site
• the contact form
• The counters (Google Analytics or Piwik are much more powerful)
• If your site has a dedicated IP address, the option is deleted during migration and you must then order a new dedicated IP in the new console

Actions to perform to migrate to the new console

1. Create a new client account for the new admin console if you do not already have one
2. Log in to the new admin console
3. once connected to the new admin console, click on Product management
4. under Hosting, click on Other actions and choose Import the old console
5. enter the log in details that you use to connect to the old admin console
6. carefully follow the appropriate guide for your needs:
   • save Mail + Web: the contents of your hosting and your mail will be preserved. You will have the same thing as now in the new admin console
   • to preserve Mail and/or Web and go to a managed Cloud Server: migrate the contents of your hosting to a managed Cloud Server. You will have a choice whether or not to save your mail
   • erase Web and/or keep Mail: start again at 0 and create a new Website while keeping your emails or not. Your Web hosting content will therefore not be preserved. You will have the choice of keeping your emails or not
   • keep Mail: to keep only your emails and cancel the web hosting product

This video shows how to start the migration:

This video shows how to migrate a WordPress site to the new admin console:

Double authentication (or two-step validation) protects your account and your personal details using the password of your choice and 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/admin/account/interface/
2. go to the tab Double authentication
3. click on Enable
4. install the application recommended on your mobile device and click on Next
   (Android, iOS, Windows Phone, Blackberry 10)
5. open the application installed on your smartphone and scan the bar codes on your computer screen using the camera device on your phone or tablet. If your mobile device does not have a camera device:
   • copy the code which appears underneath the bar code on your computer screen (e.g..: ZAMWXXXXXXBXTXAC)
   • if a name is required for the account ("Account Name"), enter the text of your choice
6. follow the on-screen instructions to finish the process (make a careful note of the help code)

Actions to perform 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:

1. open the following page: https://manager.infomaniak.com/admin/account/interface/
2. go to the tab Double authentication
3. under the heading Specific uses, generate a specific password/li>
4. use the specific password to configure the synchronisation of contacts and calendars in your messaging software and/or 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.

You can create new invoicing contacts which can then be allocated to specific services to which you have subscribed. After being modified, the document of the next corresponding invoice will include the contact you want.

Actions to be carried out

Log in to your administration console
Go to Invoicing and accountancy -> Invoicing parameters -> Invoicing address

This guide explains how to transfer a Infomaniak product (domain name, web hosting, etc.) from one customer account to another.

Step 1: Get the transfer code to transfer the product

1. Open the Admin Console ( https://login.infomaniak.com ) with the login information for the account that has the product to be transferred
2. Go to product management
3. Click on the type product to be transferred (Domain Name, Hosting, Email Hosting, etc.)
4. Check the box for the product to be transfered in order to select it (you can check multiple products of the same type)
5. Click the Transmit product(s) button
6. Follow the instructions displayed to get the transfer code
7. Write down or copy the transfer code

Step 2: import the product into the desired account

1. Open the Admin Console (https://login.infomaniak.com) with the login info for the account to which the product is to be imported
2. Go to product management
3. On the left side panel, click on Product Transfers
4. Under the Accept a transfer heading, enter transfer code copied/noted
5. Click the Start transfer procedure button
6. Follow the instructions to complete the transfer

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 Settings
4. click on the button Add an address
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 admin console (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