This guide details the various identifiers that you will need to use with Infomaniak, as well as what happens if one of the passwords is changed.

Preamble

1. Like many other online services, you signed up 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 you created 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 that you have created or obtained subsequently with Infomaniak.

A link could exist if the address is identical (for example, you signed up with the email address toto@abc.xyz and you also manage this same email address with Infomaniak) but even in this case, the password will very likely be different — once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

Login ID / email address

Enter the login identifier when…

• Whether it be on mail.infomaniak.com or in the Infomaniak Mail application, it is essential to log in with:
  • the identifier of your Infomaniak user account,
  • and its password.
• ⚠️ This will NOT work if you enter an email address and its password directly (unless a user account exists with exactly the same address and password).

Enter an email address when…

• In an email software or client (like Microsoft Outlook, Apple Mail, etc.), you must enter:
  • the email address you wish to view,
  • and the associated password.
• ⚠️ This will NOT work if you use the password for the Infomaniak interface, as it is very likely different!

Solving a connection issue

There is no need to contact Infomaniak Support (which does not have any of your passwords) if…

1. … you are unable to log in to interfaces such as mail.infomaniak.com or manager.infomaniak.com due to an incorrect password…
   1. The only solution is the password reset.
2. … you are unable to connect your email address to your email software or client (such as Microsoft Outlook, Apple Mail, etc.) due to an incorrect password:
   1. Test the email address / password pair to check if an error is detected.
   2. Reset the email password if necessary.

To remember

In summary, you have:

• 1 identifier (in the form of an email address) and 1 password to access:
  • … to Mail https://mail.infomaniak.com
  • … to the Manager https://manager.infomaniak.com
• 1 password for each email address hosted at Infomaniak.

These two pieces of information can be the same or different, depending on your choice. And if you change one, it will not necessarily change the other, unless both have been unified (this will be indicated to you – see below).

When are passwords unified?

Let's say that within the Mail Service that you own in your Infomaniak account, you create an email address named julie@entreprise-familiale.xyz (password 123-Abc).

If then an Infomaniak account…

• ... is created with the same address (julie@entreprise-familiale.xyz – password does not matter)…
• … is the only account to access the email address julie@entreprise-familiale.xyz via mail.infomaniak.com…
• … has the necessary permissions to change the password for this email address…

… then the password unification will be offered when you attempt to change the password of this email address from the relevant Infomaniak account.

And what about the other credentials?

Purchasing other Infomaniak products requires obtaining other credentials, such as those needed for FTP, MySQL, SSH, WebDAV, etc., but these credentials are entirely independent of the two types described above.

kAuth is a free mobile application that enhances and simplifies the security of Infomaniak accounts protected by two-factor authentication (or double authentication). 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 into Infomaniak tools (manager.infomaniak.com and mail.infomaniak.com) by asking for:
  1. your password
  2. and a second security method

• The app kAuth 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 app **Infomaniak kAuth** here:
   

Install and open the application.

Then, 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 for the Infomaniak account to link 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 double authentication is not yet activated: click on Activate and choose kAuth Application.
      2. if double 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 scan.
   7. Scan the QR code displayed on the computer.

Save the backup codes

If you have just activated two-step verification, the app will automatically display your 10 personal backup codes.

How the app works

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 app:

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 like with a traditional OTP application or a code sent by SMS.

And without an Internet connection?

The push 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 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 disable 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.infomaniak.com) in case of forgotten password or login identifier.

Preamble

• To log in within an Organization that manages one or more Infomaniak products, go to https://manager.infomaniak.com/ and enter the following information:
  1. A login email address (identifier).
  2. The password chosen during your registration.
  3. A additional code if 2FA (two-factor authentication) is active.
• If you can log in to the platform but need a password for one of your email addresses, refer to this other guide.
• If the issue is rather a display problem with the login form, particularly with a mobile device, refer to this other guide on the subject.

You have forgotten...

... the password for the user account

In case you forget this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter the email address associated with your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You have no access to any option”.

... the login email address for the user account

When you signed up, you had to provide a phone number; it is possible to recover the login email address using your phone number:

1. Click here to retrieve your login email address.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two scenarios are then possible:

1. The system manages to identify your account: then choose how to receive your login identifier.
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 where the login ID is in the form of toto123@yahoo.com, there is no issue if the email address toto123@yahoo.com is deleted or no longer valid. You just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and follow this other guide to change your login email address.

However, if the email address used as the identifier is hosted by Infomaniak (e.g., anna789@assoziation.ch) and an administrator deletes the email address in question or cancels the Mail Service “assoziation.ch”, the situation is different: you automatically receive an email at the secondary address and an SMS on the mobile phone number specified in your user account:

Connecting using your old "email address/password" combination will no longer work. You must 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 series of numbers).
3. Enter the usual password (it has not changed).
4. Enter the requested new information.
5. You will be logged back into your account.

The following animation demonstrates this procedure called Infomaniak-Recovery" (or “connection address being changed” for kSuite users:

1. The impossible connection with the old credentials...
2. Mandatory connection using the SMS information…
3. And the update of the information for reconnection:
   
   

This guide explains how to pay for all your Infomaniak services in one go, even in advance and even for several years (if available for the type of product to pay).

Group the products on a single invoice

To group and pay for all future product renewals at once:

1. Click here to access payments 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. 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 for/renewed for several months or years, in advance:

1. Click here to access payments 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 product type) using the dropdown menu located to the right of the relevant item:
    
   
    
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 us with the management of your services, 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-plan charges remain due.
• A cancellation confirmation is sent to any other administrators of the Organization.
• Backups will be permanently 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 (custom 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 Mail / Infomaniak user account.

Do not hesitate to share your personal experience with Infomaniak. Feedback from satisfied and less satisfied customers is useful and helps improve service quality 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 strengthen 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):
  • user password forgotten
  • login email address forgotten
  • deactivation of two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first transfer of revenue for the product Billetterie
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This app 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 any case be automatically deleted after 72 hours if this request is not processed.

Start the 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 device.
2. Tap Start.
3. Press Scan a QR code.
4. Point the QR code at the camera.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Enable location services (required 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) holding your ID in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are processed on a priority basis with an average response time of 2 hours during opening hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When you place your order, an email is sent to the email address associated with your Infomaniak Manager account. This email contains the procedure to unblock your order. If you cannot find it, you can resend it from your Manager by clicking on Resend procedure from the red banner‍ informing you of the blockage.

Prerequisites

• Open the email containing the unlocking 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 unlocking procedure with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Press Scan a QR code.
4. Scan the QR code in the email.
5. Follow the unlocking procedure to the end.

Special cases

• If you do not respond within 10 days, the order will be automatically canceled and the payment will be fully refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.

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

This guide explains how to create a new Infomaniak account…

• … with a brand new login ID
• … or by using an access you already have.

Preamble

• To order and manage Infomaniak products within one or more Organizations, it is necessary to have a user account.
• The same applies if a user wants to transfer Infomaniak products to you.

Create a new user account

If you are a new Infomaniak user:

• Click here to sign up.
• Fill in the requested information and complete the registration.

Create a new Organization

You can create several Organizations (i.e., a space to manage your products) using the same login credentials, to separate your professional and personal activities or when managing multiple clients:

1. Click here (or on the badge with your initials/avatar at the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. Click on Manage from the My Organizations box.
3. Click on the button Create a new organisation
   
4. Follow the procedure to create a new Organization.

This guide explains how to modify the role and permissions of a user so that the latter has only a restricted legal status or access to only certain features of your Organization present in 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 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 should have the role of:
    • Legal Representative
    • Administrator
    • Collaborator
  • … is **external** to your Organization (limited rights):
    • **External** users are not included in the sharing of calendars and address books with the entire Organization.

Modify a user's rights/permissions

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization.
• Note, it is only possible to assign the legal manager role if you yourself have this role within 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 modify a user's role:

1. Click here to access user management on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the user in question.
3. Click on Edit role:
   
4. Change the desired role.
5. Click on the Save button.

If you assign the user the role of simple collaborator…

… you will be able to modify the services to which he or she will have access; refer to this other guide.

Infomaniak takes pride in securing data through a comprehensive and diverse approach to security. For whistleblowers, the company has implemented an internal system that allows irregularities to be reported safely and anonymously, without fear of reprisals. This protection mechanism is known and accessible to all employees, thereby strengthening transparency and accountability within the organization.

Infomaniak demonstrates its commitment with concrete and effective measures to protect those who report anomalies.