This guide helps you subscribe to the Support Premium Infomaniak.

Discover Premium Support

To manage your Premium Support offer:

1. Click here to access the Support management of your Organization on the Manager Infomaniak.
2. Click on the button to start the subscription:
   

This guide explains how to modify product access rights for a user in your Organization on 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 responsible.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• It is possible to modify a user's role within your Organization.
• You can then define whether a user…
  • … is part of your Organization and should become:
    • Legal representative
    • Administrator
    • Collaborator (this part is detailed below…)
  • … is external to your Organization (limited rights):
    • External users are not included in the sharing of calendars and address books with the entire Organization.

Who can access what…

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization.
• Have added a user‍ as a collaborator.

The guide below allows you to manage product access for collaborators and external users. Indeed, a legal representative or an Administrator already has access to all existing products within the Organization and visible on the Infomaniak Manager.

To modify a user's product access in the Organization:

1. Click here to access user management on the Manager Infomaniak (need help?).
2. Click on the action menu ⋮ located to the right of the user in question.
3. Click on Edit product access:
   
4. Expand the tabs/accordions by product if necessary.
5. Click on the product category to which you want to grant access.
6. Select the necessary product(s).
7. If you have selected multiple products, decide whether a future additional product should automatically be visible to the user (and with what type of permissions).
8. Click the Save button:
   
9. Start again at step 5 if you need to grant access to multiple products. You can also grant full access with maximum permissions in 1 click:
   

Service usage / Service management

Note, on your product table, it is important to distinguish between product access (such as kDrive within the kSuite) and product management access:
It is possible to allow a user to use kDrive (they will be able to create a PDF, for example) without granting them kDrive service management rights (they will not be able to change the offer, invite a new user, cancel, etc.).

Technical rights / Statistical rights

With certain services like kDrive, it is possible to grant a collaborator TECHNICAL and/or STATISTICAL rights (adds access to the dashboard, share links, storage statistics, active users, connected devices, activity on the kDrive):

Other services like domain names do not have a STATISTICS section:

Some specific services like the billetterie allow you to grant even more detailed rights:

Easier access: Work Teams

To facilitate the addition of access rights to a product within your Organization, there are Work Teams. These allow you to create groups linked to Infomaniak products with the desired rights, very practical for giving a new collaborator in your Organization access to the products they will need in their daily activity.

This guide explains how to add a user to an Organization present in the Manager Infomaniak. You will thus be able to authorize this user to access certain of your Infomaniak products according to your needs.

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 whether a user...
  • ... is part of your Organization and whether he or she should become:
    • Legal representative
    • Administrator
    • Collaborator
  • ... is external to your Organization (limited rights):
    • External users are not taken into account in the sharing of calendars and address books for the entire Organization.

Invite the new 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 add, and if necessary, create the new user of your Organization:

1. Click here to access user management on the Infomaniak Manager (need help?).
2. Click on the Add a user button:
   
3. Follow the assistant to complete the procedure:
   • If the added user does not yet have a user account with Infomaniak, he or she will be invited to create one.
   • If the added user already has an Infomaniak account, he or she will be invited and then he or she will be able to switch from his or her original Organization to the new one.

This guide explains why you may receive an automatic security email regarding your Infomaniak account (= user account).

Preamble

• Warning: fake messages are circulating and imitating the Infomaniak security email.
• If you are not sure about the authenticity of the warning, access the Infomaniak Manager and check recent activity instead of clicking on any potentially malicious link that might be present in the fake message.

Automatic prevention messages

Connection from a new location

A security email is automatically sent when a new connection to your Infomaniak account occurs from a new location:

This can happen if you use your browser's private browsing mode or access your account from a new computer.

If you receive this email immediately after connecting to your Infomaniak account yourself, you can safely ignore the connection warning!

Attempted connection (wrong password)

A security email is automatically sent when someone enters a wrong password after entering the login email address in the Manager:

View recent activities on the Manager

You can find and configure recent platform activities in the Infomaniak account settings:

If you notice actions on your Infomaniak account that you do not think you performed, and/or in case of suspicion of intrusion:

1. Refer to this other guide to quickly secure your tools.
2. Activate two-factor authentication on your account to enhance its protection and ensure that only you receive a unique code authorizing the connection.
3. Change the Manager password.
4. Change the passwords of email addresses linked to Mail Infomaniak.

This guide explains how to modify certain language settings of the Manager, the management interface and dashboard of your Infomaniak products and Mail Infomaniak (+ Calendar, Contacts, etc.).

Change the language of your account

To do this:

1. Click here (or on the badge with your initials / avatar at the top right of the Infomaniak Manager) to "Manage my account":
   
2. Click on My profile in the left sidebar.
3. Click on the language dropdown menu to choose between French, English, German, Italian, and Spanish:
   

Change the regional settings of your account

In the same place, you can set the time zone of your region / country:

This guide explains how to change the mobile phone number (used in case of forgetting the password to access your Manager) of your Infomaniak account (= user account).

Preamble

• Refer to this other guide if you wish to change the email used as a login identifier for the platform or this other guide to change your personal details.

Change the mobile phone number

To change the phone number associated with your Infomaniak account:

1. Click here to access the management of security information on the Infomaniak Manager.
2. Click on Edit in the Recovery Phone box:
   
3. Enter the country code corresponding to your country, the new mobile phone number, your Manager login password if necessary, then click the Next button to save:
   

This guide explains how to enable two-factor authentication, also known as two-step verification or multi-factor / two-factor authentication (2FA, in English two-factor authentication, 2FA) to secure your connection to your Infomaniak Manager.

Preamble

• This two-step validation protects your account and your personal data with the password of your choice and a second identity verification method, such as a code obtained on your mobile device, for example.
• If a malicious person managed to decipher or steal your password, they would still need a validation code that only the legitimate user can obtain on their mobile device.
• Refer to this other guide if you are an administrator of an Organization and wish to enforce 2FA on all users who have not yet activated it.

Enable two-step validation

To increase the security level of your Infomaniak account:

1. Click here to access the management of two-factor authentication on the Infomaniak Manager.
2. Display and choose the authentication method from:
   1. the app kAuth for iOS / Android devices to simply press a YES / NO push notification to authorize or not the connection
   2. any OTP application to obtain a unique connection code at a given time
   3. YubiKey (from Yubico)
   4. SMS reception (only for CH / FR / BE / DE countries) to obtain a unique connection code at a given time

Follow the on-screen instructions to complete the procedure.

Carefully note the recovery codes.

Attention to existing synchronizations

Once strong authentication is enabled, to access certain tools (such as synchronization), it is necessary to create application passwords.

It is not necessary to call Infomaniak, which does not have any of your codes & passwords in its possession. For any assistance request regarding 2FA, refer to this other guide.

Authenticate each time the browser is opened

To request not to keep cookies when closing browser windows, and therefore request authentication each time you access the Infomaniak Manager when you restart the browser...

… on Chrome

Specify in the Google Chrome settings (chrome://settings/content/siteData to paste into the address bar or refer to the official documentation) the address [*.]infomaniak.com:

This guide explains how to suspend the administrative management of a product so that no user of the Organization can use it within the Infomaniak Manager. Upon request, it is also possible to block a user of your Organization, without deleting them.

Preamble

• By blocking the management of a product:
  • Only administrators and the legal representative will be able to unblock it.
  • Users with limited rights (collaborators and clients) who have access to this product will no longer be able to manage it.
• An email is sent to the users of the Organization.

Block a product

Prerequisites

• Be an administrator or legal representative (users with limited rights (collaborators and clients) who have access to this product will not be able to do this).

To block or unblock certain products for the entire organization:

1. Click here to access product management on the Infomaniak Manager (need help?).
2. Access the service you wish to block.
3. Click on Manage on the dashboard of the product in question.
4. Click on Block product management:
   

Suspend emails

A Mail Service cannot be blocked in the way indicated above, but it can be put into maintenance.

Prerequisites

• Be an administrator or legal representative (users with limited rights (collaborators and clients) who have access to this product will not be able to do this).

To suspend email addresses:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on Manage.
3. Click on Activate maintenance.
4. Confirm by clicking on the red button to suspend the use of addresses (reception is not interrupted but consultation is impossible):
   

Block a user from the Organization

To quickly block a user from the Organization, in case of a security incident, contact Infomaniak support by authenticating (via the support code for example) and by justifying your request.

Thus, the main critical services, such as the Manager, the kDrive Web app and the Web Mail app will be inaccessible. Depending on the situation, also refer to these links to block other services such as messaging (IMAP / SMTP) or Web services.

To not block the user yourself but to indicate a procedure for them to follow to secure their account, refer to this other guide.

This guide explains how to renew or restore a domain name registered with Infomaniak.

Preamble

1. You are automatically notified by email (at the address you mentioned) when one of your domain names is about to expire.
2. If this domain name is not renewed before its expiration date, it enters a redemption period during which it can still be recovered/restored.
   • The restoration fees and the duration of the redemption period are variable depending on the extension concerned.
3. Once the redemption period has elapsed, the domain name is free and can be reserved again by anyone.
   • If your domain is important for your activities, Renewal Warranty ensures that you will never lose it: Infomaniak will do everything in its power to ensure that you keep it even if you do not renew it on time.

Renew a domain name before expiration

Renewing one or several domain names follows the exact same process as renewing any other Infomaniak service. Refer to this other guide if you are looking for information on how to renew the relevant product.

Restore a domain name after expiration

To restore a domain during its redemption period:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. An expired domain is marked as such:
   
3. Click directly on the name assigned to the product concerned:
   
4. Click on the Restore button:
   
5. Follow the restoration steps to the end.

Troubleshoot an issue

What should you do if the domain does not appear to be visible in your account?

• Check that you are logged in with the correct user account.
• Check the DOMAIN section of the Manager and not in a section for billed or renewable products.
• Repurchase the domain name if it has not been reserved yet.

This guide explains how to force users in your Organization to enable the double authentication (2FA) feature, and then verify that it remains activated.

Introduction

• Every Infomaniak user has the option to enable two-step verification for accessing their account, which significantly enhances the security of all the Organization's services…
  • A legal representative can require this activation otherwise the user will no longer be able to access the Manager and Web apps.
  • Access to desktop apps (desktop application on macOS / Windows / Linux) and mobile apps (application for iOS / Android smartphone or tablet) will always be possible without 2FA.
• It is recommended to notify users of your Organization in advance, so that they can continue to use the services.
• If an external user does not wish to perform the operation requested by an administrator of the Organisation, they can choose to leave instead of activating it.

Identify users without 2FA

You can easily identify the people who have not yet activated this security on their account:

1. Click here to access the management of your Organization's users.
2. This red symbol indicates that 2FA is not activated:
   
3. You can also filter long lists with this specific criterion to display only users who have not yet activated 2FA:
   
   
    
4. To easily alert a user about the security of their account, click on the action menu ⋮ located to their right.
5. Click on Send a security alert to send an automatic email to the user informing them of their various settings:
   

Enforce 2FA activation

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization.

To access the settings:

1. Click here to access the security management of the Organization on the Infomaniak Manager (need help?).
2. Click on the toggle switch to enable an additional login verification to be required for all users of the Organization:
   
3. Confirm the activation of the feature in the window that opens.
4. Once the feature is activated, users of the Organization who have not yet activated 2FA will receive a message (as soon as they perform their next action on their account) prompting them to set up an additional authentication method from those offered and thus preventing them from performing any other action before doing so:
   
    

This guide explains how to view and modify the login ID for your user account on the Manager, the management interface and dashboard for your Infomaniak products. This same ID also allows you to log in to Mail Infomaniak and various iOS/Android applications such as kDrive, Infomaniak Mail, etc.

View the currently logged-in ID

The email address used for the current session is displayed in your user menu + on the profile page:

1. Click on the badge with your initials/avatar in the top right of the Manager Infomaniak to note the current login ID in use:
   
2. Click on Manage my account just below to access your profile management on the Infomaniak Manager.
3. Your current login ID is also displayed on the page reached:
   

Modify the login ID (login email)

Prerequisites

• The login ID is an email address that must exist and that you must be able to access.
• The new email address must be different from the recovery email address.
• The new email address must not already be used as a login ID on another user account (otherwise, you need to consider inviting it to the Organization first to give it all the rights and then be able to remove the old account with the old ID).

To modify the login ID for your user account:

1. Click here (or on the badge with your initials/avatar in the top right of the Infomaniak Manager) to "Manage my account":
   
2. From the My Profile menu, click on your login email address:
   
3. Enter a new login email address.
4. Confirm your new address by specifying it a second time.
5. Enter the login password for your Infomaniak account.
6. Click on Continue:
   

This guide explains how to modify the postal and nominative coordinates related to the Organization to which you belong.

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 manager.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• Only a legal manager/owner can make changes (a potential collaborator who also has access to your Organization will not be able to modify these coordinates from their restricted account).
• The postal address mentioned determines the currency (CHF / EUR) used for the next invoices, but it is possible to add billing addresses.
• You can modify, among other things:
  • the name
  • the postal address
  • the contact phone number
  • the type of your organization (individual, association, company...)
  • the logo
• A summary email is then sent.
• Refer to this other guide if you are looking for information about your user account.

Modify the Organization details

To modify the coordinates of this Organization at any time:

1. Click here to access the management of your Organization.
2. Click on the Edit button (if it is not present, check that the Organization is not of the “Individual” type read the prerequisites above):
   
3. Modify the desired information:
   
4. Click on the Save button to save your new information.

In case of problem

If you do not get any menu as in point 2 above, check the prerequisites.

A my kSuite account does not have this possibility either:

This guide explains how to delete an Infomaniak Organization.

Preamble

• The Organisation must be empty of any product and any other user except yourself.
• This will not delete your user account.
• As a reminder, you can create several Organizations (i.e., a space for managing your products) and be a user of several of them, for example to manage different products belonging to several entities; an administrator can delete one of them.

Delete the Organization

Prerequisites

• Terminate all products present in the Organization.
  • The stoppage of the services contained in the Organization can be done during the deletion steps.
• Pay outstanding invoices.
  • Paid invoices can be obtained by email during the deletion steps.
• Remove other users who have access to the Organisation.
• Withdraw the money that is in the Infomaniak prepaid account (refer to this other guide in the Recover the balance chapter).

To delete an Organization to which you still have access:

1. Click here to access the management of your Organization on the Infomaniak Manager.
2. Check that this is the correct Organisation.
   • If not, switch to another Organisation first by going back to the menu and then clicking on the chevron ‍:
     
     
      
3. Click on Delete the Organisation:
   
4. Confirm the deletion and/or read the on-screen explanations.

This guide explains how to delete one of the users from your Organization on the Manager Infomaniak.

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization.
• Know the login password; it will be requested during the process.

Removing a user from your Organization

To remove one of the users from the Organization:

1. Click here to access user management for your Organization on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the user in question.
3. Click on Remove from Organization:
   
4. Click the blue Continue button:
   
5. Enter your password to log in to the Manager.
6. Check the confirmation box.
7. Click the red button Remove this user
   

If the user had access to **kDrive** or was invited to **consult a third-party email address**, several intermediate steps will ask you to perform actions with their data and will inform you, if necessary, what happens to the calendars and address books:

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 are unable to 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 mail as a password may be requested again for its use.
• You can also change only the passwords of email addresses.

Change the password of the Infomaniak account

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 explains how to order an Infomaniak product for which you benefit from a discount or free offer (promo code or free offer already confirmed by one of the Support agents).

Preamble

• In some cases (for example, a special offer for customers moving their data from a competing host that is discontinuing its services), you may benefit from a discount code (partial discount or equivalent to the total purchase price) allowing you to order hosting, email addresses, etc.
• Don't have a promo code? Discover Infomaniak's free offers!

Using a deal / promo code

A promo code is used at the end of an order placed in the shop allowing the purchase of new products such as Swiss Backup for example:

1. First, choose the desired payment method.
2. Enter the promo code.
3. Click the Apply button.
   • Repeat for additional promo codes if you have several (and therefore if you have several corresponding products in the cart):
     
     

Using a free offer

To order a product as part of a free offer:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the type of product for which you have received a free offer (then, if necessary, click on Back... in the left sidebar menu).
3. Click the Order button (usually a shopping cart icon) or go to the Shop.
4. When the order summary appears, activate the free offer using the dropdown menu displayed next to the product in question.
5. Complete the order.

In case of a problem

• Check that you are connected to the correct Organization on the Manager.
• Check that you have ordered the correct product, the one for which the free offer was generated.

This guide concerns the activation of cookies and JavaScript on the main web browsers.

Preamble

• Enabling cookies allows websites to identify you and remember your preferences, such as your preferred language or the items you have added to your cart.
• Enabling JavaScript allows websites to be more interactive and dynamic, and offers features such as video playback or game creation.
• Some websites (including mobile apps) may not work properly if cookies or JavaScript are disabled in the device's native browser.
• You can also choose to enable cookies and/or JavaScript only for certain websites.

Manage cookies and JavaScript

The exact location of the options to enable cookies and JavaScript may vary slightly from one browser version to another.

Click to see the corresponding guides:

Browser	Enable or disable cookies	Enable or disable JavaScript
Chrome
Firefox
Edge
Safari

Troubleshoot a connection issue with an Infomaniak app

If you encounter a login window like the one below, for example with the mobile app Infomaniak Mail (application for iOS smartphone or tablet) on iPhone:

1. Open the advanced settings of Safari on your mobile device.
2. Temporarily disable the toggle switch that blocks all cookies:
   ‍
3. It will thus be possible to display the login window in full and log in; you can always block cookies again after logging in if you wish.

This guide details the payment system for your Infomaniak services via a prepaid account.

Preamble

• The prepaid account consists of a reserve of money in your Infomaniak Manager that you can top up as you wish.
• Once funded, it allows you to settle your financial transactions.
• Check the limits and payment methods of the prepaid account.

Recharge your prepaid account

To top up your prepaid account:

1. Click here to access the management of your prepaid account on the Infomaniak Manager.
2. Click the blue button Credit the account:
   
3. Specify the amount to credit.
4. Follow the on-screen instructions to credit the account from your payment methods.

Prepayment to renew a product

To pay an invoice with your prepaid account:

1. Click here to access the management of payments on the Infomaniak Manager.
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Select the product(s) to renew.
4. Click on the button to pay for the selection:
   
5. Advance to the payment page where you can choose the prepaid account as a full or partial payment method:
   
6. Complete the procedure.

Automatically renew products

Activate the one-click automatic renewal for the products of your choice. This feature ensures that you do not lose a domain name or accidentally block access to your services. Modify your payment preferences at any time.

This guide provides 2 methods to change the billing frequency of services subscribed to with Infomaniak.

Modify the billing frequency

First method

The first method involves changing the frequency when making a payment:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
2. Select the product concerned.
3. Click on the dropdown menu to the right of the item concerned to modify the duration to which the payment should correspond.
4. Click on the blue button at the bottom to pay the selection and change the billing frequency of the selected product.
   

Second method

The second method is as follows:

1. Click here to access the management of your products on the Infomaniak Manager (need help?).
2. Click on the type of product concerned (e.g. hosting, Cloud Server, etc.)
   
3. Click on the name of the product concerned.
4. Click on the Manage button.
5. Click on Modify the offer:
   
6. Choose the desired billing frequency (only possible from a certain amount).
7. Confirm the change.

This guide provides the steps to obtain one or more Infomaniak invoices before and after payment, view, download and print all or part of the billing documents history for your accounting.

Prerequisites

• To be Administrator or Legal Representative within the Organization…
  • … or a simple user account but with permission to manage accounting:
    

Access the invoice history

To access the invoicing documents page:

1. Click here to access the invoice history on the Infomaniak Manager.

The table automatically displays the most recent invoices.

The top section allows you to filter documents based on status Paid, Refunded, etc., and based on the desired period (start and end calendar):

Export one of the invoices

To view one of these documents in PDF format and then obtain it on your device:

1. On the same page, click on the invoice in question in the table that appears.
2. Click on the Download button below the displayed document:
   
    

Export a set of invoices

To download a set of documents in a CSV file in .csv format or receive it by email:

1. On the same page, click on the blue button at the top right of the table and choose the desired type of export:
   
2. Filter the documents by status Paid, Refunded, etc. and based on the desired period (start and end calendar).
3. Click on the blue Confirm button:
   

Print a Pro Forma invoice

Pro Forma invoices have no legal, judicial, tax or accounting value:

1. Click here to access payment management on the Infomaniak Manager.
2. Select the relevant products.
3. Click on **Generate a Pro Forma Invoice** at the bottom of the table
   ‍
4. Once displayed, it is then possible to download the Pro Forma invoice.