Knowledge base
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This guide explains what a support code and a VIP code (not to be confused with the authorization code used for domain name transfers) are on Infomaniak.
Support code and VIP code
The support code allows the Infomaniak Support department to quickly and securely identify you when you contact them and provide them with this sequence of numbers.
The VIP code is reserved for customers who have subscribed to Premium Support and allows identification when you call the technical contact.
These codes are obtained from your Manager by clicking on the left sidebar under Support:
On this page, you will find your various contact details for contacting Infomaniak within the framework of the subscribed Support offer.
The code is present on your technical document and also appears on the contact window when you want to contact Infomaniak via the assistance button .
In the same place, you can grant temporary access to your services (for access only possible to Infomaniak Support staff):
This guide details what can be searched for on the Mail Infomaniak interface and its related tools. To search on kDrive, read this guide.
Mail Infomaniak for Web Browser
You can perform a global search (among all directories) either in the body of the message, in its subject, among its senders/recipients, large attachments, etc. If you want to find a message in a specific directory, select it first. Advanced search is accessible from the chevron to the right of the search field at the top of your Mail:
To trace an email or know its activity, you can also search in the logs of an email address.
Contacts, the address book part of Mail
You can search for an address book, a group, a person among your contacts using the search field at the top of your Infomaniak address book:
Calendar, the calendar/agenda part of Mail
You can search for calendars, events including among their description and the people related to them:
This guide concerns enabling cookies and JavaScript on major web browsers.
Preamble
- Cookies allow websites to identify you and remember your preferences, such as your preferred language or items you've added to your shopping cart
- JavaScript enables websites to be more interactive and dynamic, providing features like video playback or game creation
- The exact location of options to enable cookies and JavaScript may vary slightly from one browser version to another
- Some websites may not function properly if cookies or JavaScript are disabled
- You can also choose to enable cookies and JavaScript only for certain websites
Enable Cookies and JavaScript
Click to see the corresponding guides:
Manage Cookies | Enable or Disable JavaScript | |
---|---|---|
Chrome | ||
Firefox | ||
Edge | ||
Safari |
This guide explains how to manage the reception of Infomaniak Newsletters according to the desired themes.
Modifying the Infomaniak news subscription
To select Infomaniak themes in order to receive newsletters based on them:
- Connect to your Infomaniak space ( manager.infomaniak.com or mail.infomaniak.com )
- At the very top right, click on the tablet with your initials, then select Manage my profile
- In the Infomaniak News box, click on Manage then click on the icon to the left of the news to which you can subscribe or unsubscribe
- Click Save
Also find our blog on https://news.infomaniak.com !
This guide provides instructions on how to print an Infomaniak invoice before and after payment.
Print an Invoice
Final invoices can only be printed after they have been paid:
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
- Click on Accounting in the left-hand side menu.
- Click on Invoice History.
- Click on the relevant invoice in the displayed table.
- Click the Download button at the bottom to save it in PDF format on your device.
Print a Pro Forma Invoice
Pro-Forma invoices have no legal, judicial, tax, or accounting value:
- Log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox.
- Click on Accounting in the left-hand side menu.
- Click on To Be Paid.
- Select the relevant products.
- Click on Generate a Pro Forma Invoice at the bottom of the table.
- Once displayed, you can then download the Pro Forma invoice.
This guide explains how to disable two-factor authentication, also known as 2FA or two-step verification, for logging into Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com).
For security reasons, Infomaniak's support will never disable a login validation method enabled on an account following a simple request. It is imperative to follow the procedures below.
Disable 2FA
If two-step verification is enabled and you want to disable it:
- Log in with your usual credentials on the page manager.infomaniak.com/2fa
- Click the Remove button to remove the security
- Enter the password to log into your account
In case of issues
Obviously, the above procedure requires one last login with two-factor authentication in order to then disable it.
If you have no access to the kAuth application or the device receiving the validation SMS, there is no need to call Infomaniak; in this case, you will have to provide a certain number of security elements manually or via the Infomaniak Check app (kCheck) to regain access to your account:
- Go to the login page for Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
- Enter the username and correct password
- When prompted for additional authentication, click on alternative methods:
- Choose to enter one of your emergency codes if you downloaded the sheet when activating 2FA:
- Otherwise, select the last choice for requesting assistance to reach the form to submit your identity documents and recognition selfie:
- Follow the procedure to the end and wait:
This guide explains how to change the email address used for recovering access to your Infomaniak account.
Indeed, when you forget your password, the procedure you can follow includes resetting the password via a link that will be sent to your secondary email address. You can specify or modify it by following this guide.
Change the email address
To change the password recovery email address:
- Log in to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
- Click on the circle with your initials or your avatar at the top right
- Select Manage my profile
- Click on Manage security from the Security and recovery settings box
- If all your settings are not optimal, the box you need to click on may look like this:
- If all your settings are not optimal, the box you need to click on may look like this:
- Click on Edit in the Recovery Email box
- Enter the new recovery email address and click Save
This guide explains how to create a new Infomaniak account, either with a completely new login ID or by using an access you already have.
Create a New User Account
To order and manage Infomaniak products, you need to have a user account. This is also essential if another user wants to transfer Infomaniak products to you.
If you are a new Infomaniak user
- Click on https://infomaniak.com/gtl/inscription
- Fill in the information and complete the registration
Create a New Organization
You can create multiple organizations with the same login ID and password, to separate your professional and personal activities or when managing multiple clients:
- Login to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
- Click on the avatar or initials at the top right
- Select Manage my profile
- Click on Manage in the My organizations section
- Click on the Create a new organization
- Follow the organization creation procedure
This guide explains how to modify the kSuite subscription.
This allows you to upgrade to a higher plan, increase the number of users, and expand the disk space for data storage.
Modify the kSuite Subscription
To access the modification of the kSuite subscription:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser such as Brave or Firefox
- Click on the icon at the top right of the interface (or navigate through the left sidebar menu, for example)
- Choose kSuite (Collaborative Tools universe)
- Click on the action menu â‹® to the right of the kSuite name
- Click on Modify Subscription
Infomaniak constantly improves its products and customer service. Every time you share a suggestion regarding any of the services through support, social media, or the web, Infomaniak discusses it during the relevant service meeting. Your needs determine its priorities and contribute to continuously enhancing its services.
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