Knowledge base
1000 FAQs, 500 tutorials and explanatory videos. Here, there are only solutions!
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.
Infomaniak is certified ISO 9001, ISO 14001, ISO 27001, and ISO 50001 (view certifications).
Measures are being taken to obtain other certifications, required among others for the future PCI-DSS certification, although there are no plans to become a certified Healthcare Data Host (HDS).
In 2015, Switzerland's most eco-friendly data center was launched (learn more). It does not require air conditioning and is exclusively powered by renewable energy sources. Since then, Infomaniak has continued its development: discover the new data center in Geneva.
This guide explains how to delete an Infomaniak organization, which must therefore be empty of any product and any other user than yourself, and this will not delete your user account.
As a reminder, you can create multiple 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.
Prerequisites
- Cancel all products present in the organization*
- Pay outstanding invoices**
- Remove other users who have access to the organization
- Withdraw any money on the Infomaniak prepaid account
* Stopping the services contained in the organization can be done during the steps of deleting the organization.
** Already settled invoices can be obtained by email during the steps of deleting the organization.
Delete the organization
To delete an organization that you still have access to:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- Click on Settings in the left sidebar
- Click on My organization
- Click on Delete organization
- Confirm the deletion and/or read the explanations on the screen
This guide explains how to change the password for your user account on the Manager, the management interface and dashboard for your Infomaniak products. This same password also allows you to log in to Infomaniak Mail and various iOS / Android applications such as kDrive, Infomaniak Mail, etc.
Changing your login password may affect access to your email because a password may be required for its use.
Change the User Account Password
To change the password for your user account:
- Log in to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser such as Brave or Firefox.
- Click on the icon with your initials or avatar at the top right.
- Click on Manage my profile
- Click on Edit from the Login Settings section under Login Password
- Enter the current login password and the new desired password.
- Click Save.
When changing the user account password, if it is linked to an identical Infomaniak email address, it may be possible to unify them or continue to use different passwords.
You can also change email address passwords only.
This guide explains how to order an Infomaniak product for which you have a discount or free offer (promo code or free offer already confirmed by one of the support agents).
In some cases (e.g., 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.
Using a deal / promo code
A promo code is used at the end of an order placed in the Infomaniak shop allowing the purchase of new products like Swiss Backup, for example:
- first choose the desired payment method
- enter the promo code
- click on the Apply button
- repeat for additional promo codes if you have several (and therefore if you have multiple corresponding products in the cart):
- repeat for additional promo codes if you have several (and therefore if you have multiple corresponding products in the cart):
Using a free offer
To order a product as part of a free offer:
- log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- click on the type of product for which you have received a free offer (then if necessary, click on Return... in the left side menu)
- click on the Order button (usually a shopping cart icon) or go to the Infomaniak shop
- when the order cart summary is displayed, activate the free offer using the dropdown menu displayed next to the concerned product
- complete the order
In case of problems
- check that you are connected to the right organization on the Manager
- check that you have ordered the correct product, the one for which the free offer was generated
This guide details the prepayment account payment system, which is a reserve of funds in your Infomaniak Manager that you can top up at your convenience and use to settle your financial transactions.
Recharge Your Prepayment Account
To top up your prepayment account:
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
- Click on Accounting in the left sidebar.
- Click on Prepayment Account.
- Click on the blue Top Up Account button.
- Follow the displayed instructions to top up your account.
Limits and Payment Methods for the prepayment account
Use It to Renew a Product
To pay a bill with your prepayment account:
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
- Click on Accounting in the left sidebar.
- Click on Due.
- Click on the date filter (next 2 months) to Show All if necessary
- Select the product(s) to renew (help) and click the blue button at the bottom right.
- Choose the prepayment account as the payment method.
- Complete the process.
Automatically Renew Products
Activate 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. You can change your payment preferences at any time.
Retrieve the Balance
You can transfer the funds deposited in your prepayment account to a bank account or PayPal.
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
- Click on Accounting in the left sidebar.
- Click on Prepayment Account.
- Click on Retrieve Balance next to the displayed amount
- Enter the requested information.
This guide explains in 2 methods how to change the billing frequency of services subscribed to with Infomaniak.
Change the billing frequency
The first method is to change the frequency during a payment:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- Click on Accounting in the left sidebar
- Click on To pay in the secondary sidebar
- Select the relevant product
- Click on the dropdown menu to the right of the relevant item to change the payment frequency
- Click on the blue button to pay the selection and change the billing frequency of the selected product
The second method is as follows:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- Click on the type of products concerned (e.g., hosting, Cloud Server, etc.)
- Click on the name of the product concerned
- Click on the Manage button
- Click on Change offer
- Choose the desired billing frequency (only possible from a certain amount)
- Confirm the change
If you switch from annual to monthly billing or quarterly to monthly, only change the billing frequency during the month preceding the end of the current term. For example, if you paid for or renewed your Cloud hosting for 1 year on January 1, 2023, do not change the billing frequency before December 1, 2023, otherwise you will be billed again for all remaining months of the year 2023 and it will be necessary to contact our customer service for a refund.
This guide explains the purpose of the "MySQL Prefix" option in the settings of a website and its implications for the operation of your web applications (CMS) and PHP scripts.
Definition
When the "MySQL Prefix" option is enabled for a website, it is no longer necessary to add the "wxyz_" prefix in front of the name and users of your MySQL databases. A PHP script can connect to MySQL with the user "myuser" and a database "mydatabase," and access will automatically be done with the user "wxyz_myuser" and the database "wxyz_mydatabase."
Managing the MySQL Prefix Option
To access the management of the website:
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser such as Brave or Edge
- Click on the icon in the top right corner of the interface (or navigate through the left side menu, for example)
- Select Website (Web & Domain universe)
- Click on the name of the relevant object in the displayed table
- Click on the blue button Advanced Settings
- Click on the PHP tab
- Enable or disable the MySQL Prefix option
- Click on the blue button Save
- Make the necessary adjustments in the configuration files of your web applications and PHP scripts
Implications and Adjustments to Make
After disabling the MySQL Prefix option for a website, some PHP scripts or CMS may no longer work. To restore the connection to your databases, you will need to update the following information in the configuration file(s) of the affected scripts:
- The name of the MySQL database: you will need to add the prefix of your server
- Before: mydatabase
- After: wxyz_mydatabase
- The user of the MySQL database: you will need to add the prefix of your server
- Before: myuser
- After: wxyz_myuser
This guide applies to you if you have received a payment reminder for an Infomaniak invoice even though everything seems in order.
Email reminder from Infomaniak?
Check if the reminder received is not a phishing attempt (fake email / message not from Infomaniak / scam). Read this guide.
Standing order payment
If you have set up a standing order payment, the reference number will not match that of the invoice.
Since each invoice has an individual reference number, check the invoice for the month or payment period concerned.
Difference in amount / currency
The amount of your payment does not match that of the invoice. Always pay the exact amount of the invoice, and in the currency of the invoice.
Money on prepaid account
The payment you made has been received but due to an issue linking your payment to the outstanding invoice, this initial payment has been deposited into the prepaid account.
Check the balance of your prepaid account (read this guide if necessary) and pay the invoice using this method.
Reminder crossing the payment
A payment has been made, but if it was by bank transfer, a reminder may have been sent before the invoice balance. You can change how payments are made:
This guide introduces what Work Teams are, a user management system available from your Infomaniak Manager.
A system to manage them all!
To simplify access and the addition of a collaborator within the Infomaniak product ecosystem, we have developed the new Work Teams feature. This allows you to create user groups and give them access to all the Infomaniak products and services they need on a daily basis with just a few clicks.
Some examples?
- You run a web agency and want to provide your webmaster teams with access to all your web hosting? With the Work Teams feature, you just need to create a new group, select all the hosting they need access to, and invite them to the work team.
- You have a kDrive: from kDrive, grant access to a folder to a Work Team and adjust access based on users added or removed from the team over time.
- You use our streaming or ticketing services and want to give your teams access to these services? Create a new team that will have access to both products, or two separate teams that will have access to the two products independently.
A flexible feature
It is entirely possible:
- to add the same user to multiple work teams
- to invite external users to your organization to one of your work teams
- to add one or more users at once to a work team
- to designate a team leader to easily identify a project manager or the contact person
Manage your Work Teams
This guide explains how to add a billing address from your user account so that your organization's products can be billed in the future under new coordinates, for example, to assign invoices to different people.
Add Billing Addresses
To create additional billing addresses:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- Click on Accounting in the left sidebar menu
- Click on Billing Addresses
- Click on the Add button
- Enter the desired details for the additional billing address and then click Confirm
When renewing a product, choose the desired billing address.
To modify the currently used billing address, read this guide (click here).