This guide explains what a support code and a VIP code are (not to be confused with the authorization code used for domain name transfers) on Infomaniak.

Support code and VIP code

The support code allows the Infomaniak Support department to identify you quickly and securely when you contact them and provide this sequence of numbers. It is displayed on the your user profile page.

The VIP code is reserved for customers who have subscribed to Premium Support and allows for identification when you call the technical reference. It is displayed on the management page for this service.

This management page also displays various information allowing you to contact Infomaniak as part of the Support package subscribed to.

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 for Infomaniak Support collaborators):

This guide is for you if you have received a payment reminder for an Infomaniak invoice even though everything seems to be in order.

Reminder email from Infomaniak?

Check that the reminder received is not a phishing attempt (fake email / message not from Infomaniak / scam).

Standing order

If you have set up a standing order, the reference number will not match the invoice number.

Since each invoice has an individual reference number, check the invoice for the month or payment period in question.

Difference in amount / currency

The amount of your payment does not match the invoice. Please always pay the exact amount of the invoice, and in the currency of the latter.

Money on the prepaid account

The payment you made has been received, but due to an issue that occurred while linking your payment to the outstanding invoice, this initial payment has been deposited into the prepaid account.

Check your prepaid account balance and pay the invoice using this method.

Payment reminder that crosses with the payment

A payment has indeed been made, but if it was by bank transfer, a reminder may have been sent before the invoice was settled.

You can change how payments should be made:

• the number of reminders
• the number of invoices
• the payment methods

This guide explains what the "MySQL Prefix" option is for in a site's settings and what its implications are for the operation of your web applications (CMS) and PHP scripts.

Preamble

• When the "MySQL Prefix" option is enabled for a site, it is no longer necessary to add the prefix "wxyz_" in front of the name and users of your MySQL databases.
• A PHP script can thus connect to MySQL with the user "monuser" and a database "mabase" and access will automatically be granted with the user "wxyz_monuser" and the database "wxyz_mabase".
• ⚠ If you are migrating from an older Infomaniak offer:
  • After migrating a site from the old console, the "MySQL Prefix" option is enabled by default to automatically maintain the connection of your web applications (WordPress, Joomla, Drupal, etc.) and PHP scripts with your MySQL databases.
  • To ensure the proper functioning of your sites in case of migration of your hosting to another server, it is strongly recommended to disable this function and make the necessary adjustments.‍

Manage the MySQL Prefix option

Going further with environment variables

It is possible to configure environment variables directly from the Manager for your entire website:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned:
3. Click on Manage under Advanced Settings:
   
4. Click on the PHP / Apache tab.
5. Turn the toggle switch MySQL Prefix on or off.
6. Click the Save button:
   
7. 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 site, some PHP scripts or CMS may no longer function. To restore the connection to your databases, you must 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 to it
  • before: mabase
  • after: wxyz_mabase
• The MySQL database user: you will need to add your server prefix to it
  • before: monuser
  • after: wxyz_monuser

This guide explains how to add a billing address so that the products of your Organization can be billed in the future under new coordinates, for example to assign invoices to different people.

Adding billing addresses

To create additional billing addresses:

1. Click here to access billing address management.
2. Click on the Add button.
3. Enter the desired details for the additional billing address
4. Click on Confirm 
   

When renewing a product, select the desired billing address.

Refer to this other guide if you are looking for information about the currently defined billing address.

This guide explains how to activate or deactivate the Renewal Warranty option for Infomaniak products.

Preamble

• Renewal Warranty is an **additional** security measure to ensure the continuity of your products in case you were unable to renew them on time or if an automatic renewal did not work; it ensures you avoid any service interruption.
• Infomaniak will renew the products for you and issue an invoice that you will find in your account.
• This option is available at checkout (except for the NAS Synology product) or after purchase.

Enable the Renewal Warranty option

One product at a time

To activate Renewal Warranty on your chosen product:

1. Click here to access payments management on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the relevant item.
3. Choose to activate the option:
   
4. Follow the instructions in the modal that has opened.

All products at once

To activate Renewal Warranty for multiple of your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the box at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to enable the option:
   
5. Follow the instructions in the modal that has opened.

Disable the Renewal Warranty option

One product at a time

To disable Renewal Warranty on the product of your choice:

1. Click here to access payments management on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the relevant item.
3. Choose to deactivate the option:
   
4. Follow the instructions in the modal that has opened.

All products at once

To disable Renewal Warranty for several of your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the box at the top of the column to select all your products in one click.
3. Click on the Manage renewals button.
4. Choose to deactivate the option:
   
5. Follow the instructions of the pop-up that has opened.

This guide explains how to switch from one Organization to another from your Manager Infomaniak or how to remove yourself from an Organization you belong to.

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.).
• Only a owner/legal representative can make changes.
• It is quite possible to access several Organizations with the same login credentials, and to switch quickly from one to the other.
• You can also switch between your Organizations on ksuite.infomaniak.com; if you have my kSuite, it will always be offered first.

Display another Organization

To switch to one of the other Organizations you belong to:

1. Click here to access your product management (Manager Infomaniak).
2. Click on the dropdown arrow ‍ at the top left of the Manager interface.
3. Click on the Organization you want to access.
4. The organization change is immediate, you are automatically switched:
   
   

Manage Organizations / Leave an Organization

To view all the Organizations you belong to (because you created them with your user account or because you were invited) and possibly remove your membership (if you are not the last user or the sole legal responsible):

1. Click here (or on the badge with your initials/avatar in the top right of the Manager Infomaniak) to "Manage my profile":
   
   
    
2. Click on Manage in the My Organizations box.
3. Click on the icon all the way to the right of the Organization name to access it
4. and on the icon next to it to leave:
   
   
    

A user can leave any Organization as long as…

• … this user is not part of the Organization's kSuite
• … this user's login address is not in an Organization Mail Service
• … this user is not the last owner of the Organization

This guide explains how to disable two-factor authentication, also known as two-step verification (two-factor authentication in English, or 2FA) for logging into Manager Infomaniak (manager.infomaniak.com) or Mail Infomaniak (mail.infomaniak.com).

Disable 2FA

If two-step verification is enabled and you wish to disable it:

1. Click here to access 2FA management on the Manager Infomaniak.
2. Click on the Remove button to disable security:
   
3. Enter the password to log in to your account.

In case of trouble

Obviously, the procedure above requires logging in one last time with two-factor authentication to then be able to disable it.

If you do not have access to the kAuth application or the device that receives the validation SMS, there is no point in calling Infomaniak; in this case, you will have no choice but to provide a number of security elements manually or via the app Infomaniak Check (kCheck) to regain access to your account:

1. Click here to access the login page for Manager Infomaniak.
2. Enter the username and the usual and correct password.
3. When prompted for additional authentication, click on the alternative methods:
   
4. Choose to enter one of your backup codes if you had downloaded the sheet when activating 2FA:
   
5. Otherwise, select the last option to request help to access the form allowing you to submit your ID documents and recognition selfie:
   
6. Follow the procedure to the end and wait:
   

This guide explains how to manage the reception of Infomaniak newsletters based on desired topics.

Modify the subscription to Infomaniak news

To select Infomaniak topics to receive newsletters based on them:

1. Click here (or on the badge with your initials/avatar in the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. Click on Manage (in the Infomaniak News box):
   
3. Click on the toggle switch to the left of the news to subscribe or unsubscribe.
4. Click on Save.

You can also find Infomaniak News on https://news.infomaniak.com!

This guide explains how to modify the kSuite offer.

Preamble

• kSuite is a bundled offer that can be upgraded at any time (increase the number of users and the size of the disk space for data storage)
• It is not possible to change to a lower rate later, or to transfer kSuite to another Organization.
• The products included in kSuite cannot be moved or canceled independently of each other.
• To help you identify the most suitable kSuite offer for your needs, refer to this other guide.

Change the kSuite offer

To access the modification of the kSuite offer:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the kSuite name.
3. Click on Modify the offer:
   

This guide explains how to change the email address used to recover access to your Infomaniak account.

Preamble

• When you forget your Infomaniak 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:

1. Click here to access the management of your security information on the Manager Infomaniak.
2. Click on Edit in the Recovery Email box:
   
3. Enter the new recovery email address and then click Save.