This guide explains how to obtain the authorization code (EPP code) for a domain name managed by Infomaniak, thus allowing the management of a domain to be transferred to another registrar.

Preamble

• The terms "EPP", "AuthCode", "AuthInfo", "transfer code" and "authorization code" all refer to alphanumeric sequences specific to the domain whose main purpose is to verify the owner's authorization before a transfer between Registrars.
• Refer to the main guide regarding domain transfer procedures.
• The authorization code is always and only sent to the email address of the owner listed in the WHOIS of the domain.

Obtain the authorization code for a domain

To obtain the transfer authorization code:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the domain in question:
   
3. Click on the Manage button ‍.
4. Click on Transfer to another registrar:
   
5. If necessary, to authorize the transfer:
   • Click to deactivate the Domain Privacy option.
   • Click to Unlock this domain.
6. Click the button to Continue:
   
7. The code is sent by email to the contact address (see preamble above).

To resend the code, repeat the procedure to the end.

Particularity of some extensions

• .de domains (trustee)
• .be domains
• Domains .lu
• Domains .pt
• Domains .se

And then?

Once you have entered the authorization code with the third-party provider and the outgoing transfer has started, Infomaniak is no longer involved.

Contact the new registrar to find out the transfer time during which the domain name will still be visible in your Infomaniak interface. Infomaniak unfortunately cannot intervene in any operation that would speed up the outgoing transfer.

Thank you for entrusting the management of your services to Infomaniak, 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-package fees remain due.
• A cancellation confirmation is sent to any other administrators of the Organization.
• Backups will be irrevocably 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 (Customized 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 Infomaniak account.

Do not hesitate to share your personal experience with Infomaniak. Feedback from satisfied and less satisfied customers is useful and helps improve the quality of services and propose solutions tailored to needs!

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

Prerequisites

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

Access invoice history

To go to the billing documents page:

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

The table automatically displays the most recent billing documents.

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

Export one of the billing documents

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

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

Export a set of billing documents

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 documents by status Paid, Refunded, etc. and by the desired period (start and end calendar).
3. Click on the blue Confirm button:
   

Receive the PDF invoice by email

To have the invoice attached in PDF format with each renewal email:

1. Click here to access the configuration / accounting page on the Infomaniak Manager (need help?).
   1. Access requires authentication with a user who has sufficient rights.
2. On this page, enable or disable the addition of PDF invoices:
   

Print a Pro Forma Invoice

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

1. Click here to access payment management on the Infomaniak Manager.
2. Select the products concerned.
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.

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

Change the billing frequency

First method

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

1. Click here to access payment management on the Infomaniak Manager (need help?).
2. Select the product in question.
3. Click on the dropdown menu to the right of the item in question to modify the duration for which the payment should apply:
   
4. Click on the blue button at the bottom of the page to pay for 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 in question (e.g. hosting, Cloud Server, etc.)
   
3. Click on the name of the product in question:
   
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 explains what a web host like Infomaniak is and specifies its role and limits of intervention.

Infomaniak, web host since 1996

According to Wikipedia, a web host is a company that provides Internet hosting for computer systems to individuals or entities who do not wish to do so by their own means.

Infomaniak is also…

• … decades of experience in hosting and online solutions
• … more than a million users in Switzerland and Europe (CHF 36.5 million in revenue in 2022)
• … company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001 and committed to sustainable development
• … 100% of "Swiss made" technological know-how with data hosted in Switzerland
• … a rich knowledge base and a customer support available

Responsibilities and limits of intervention

As a host, Infomaniak installs, secures, and keeps servers up to date, updates its web interfaces (Manager) and assists its customers in using the services.

On the other hand, Infomaniak does not intervene on the content of the servers or the development of websites.

Limits of technical support

The technical support cannot help you to…

• … solve problems related to site development or its updates
• … implement solutions (migrations, complete installations)
• … manually install WordPress
• … take remote control of your computer

but can assist you for…

• … solve problems related to the infrastructure or the Manager
• … clarify certain processes

A Premium assistance and a migration service are available for more demanding needs.

Find external help

For help with the content of your site or the organization of your mailboxes, use the Infomaniak tender platform which lists over 1000 verified professionals, or consult the directory.

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

Preamble

• A prepaid account is a reserve of money on your Infomaniak Manager that you can top up as you wish.
• Once topped up, it allows you to settle your financial transactions.
• Find out about the limits and payment methods for the prepaid account.

Top up 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 on the blue button Credit the account:
   
3. Enter the amount to credit.
4. Follow the on-screen instructions to credit the account from your payment methods.

Prepayment to pay for a new purchase

When ordering a new product, in the final step, click on the chevron to access the other payment methods, including the prepaid account:

Prepayment to settle an open order

To settle an open order with your prepaid account:

1. Click here to access the management of orders on the Infomaniak Manager.
2. Click on the action menu ⋮ located to the right of the order in question.
3. Choose Pay:
   
4. Choose the prepaid account as the payment method and confirm to complete:
   

Prepayment to renew a product

To pay an upcoming 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 the button to pay the selection:
   
5. Proceed to the payment page where you can choose the prepaid account as the payment method and confirm to complete:
   

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 inadvertently block access to your services. Modify your payment preferences at any time.

This guide explains how to modify certain language settings in the Manager and in my kSuite (Infomaniak Mail, Calendar, Contacts, etc.).

Change the language of your Infomaniak account

To do this:

1. Click here (or on the pill with your initials / avatar in 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 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 in advance by following this guide.

Change the recovery email address

To change the password recovery email address:

1. Click here to access the management of your security information on the Infomaniak Manager.
2. Click on Modify in the Recovery email box:
   
3. Enter the new recovery email address, then click on Save:
   
4. You will then need to confirm the addition of the email address by clicking on the link received by email following this action.
   • You can resend the activation email, or delete the current request, from this window:
     

This guide explains how to delete an Infomaniak Organization.

Preamble

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

Delete the Organization

Prerequisites

• Cancel all products present in the Organization.
  • The termination of the services contained in the Organization can be performed during the deletion steps.
• Pay outstanding invoices.
  • Paid invoices can be obtained by email during the deletion steps.
• Remove other users with access to the Organization.
• Withdraw the money that is on the Infomaniak prepaid account (refer to this other guide in the chapter Retrieve the balance).

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. Verify that this is the correct Organization.
   • If not, switch to another Organization first by going back to the menu and then clicking on the chevron ‍:
     
     
      
3. Click on Delete the Organization:
   
4. Confirm the deletion and/or read the on-screen explanations.

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

Preamble

• Each Infomaniak user has the option to enable two-step verification for accessing their account, which significantly increases the security of all Organization services…
  • A legal representative can require this activation otherwise access to the Manager and Web apps will no longer be possible for the user.
  • 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 warn users in your Organization in advance, so they can continue to use the services.
• If an external user does not wish to perform the operation requested by an Organization administrator, they can choose to leave instead of activating it.

Identify users without 2FA

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

1. Click here to access the management of users in your Organization.
2. This red symbol means that 2FA is not enabled:
   

Require 2FA activation

Prerequisites

• Be Administrator or Legal Representative‍ within the Organization.

To access settings:

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

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 connected ID

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

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

Modify the ID (login email)

Prerequisites

• The access 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 grant all rights and then remove the old account with the old ID).

To modify the ID of your Infomaniak account:

1. Click here (or on the badge with your initials/avatar in the top right corner 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 password to log in to your Infomaniak account.
6. Click on Continue:
   

This guide explains how to modify the kSuite offer.

Preamble

• kSuite is a bundled offer that can be modified to a higher offer at any time (increase the number of users and the size of the disk space for data storage)
• It is not possible to subsequently change to a lower rate, nor to transfer kSuite to another Organization.
• The products included in kSuite cannot be moved or terminated independently of each other.
• To help you identify the kSuite offer best suited to your needs, refer to this other guide.

Modify 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 pay for all your Infomaniak services at once, even in advance and even for several years (if available for the type of product to be paid).

Group products on a single invoice

To group and pay for all future product renewals in one go:

1. Click here to access payment management on the Infomaniak Manager (need help?).
   • Access requires authentication with a user who has sufficient rights.
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/renewed for several months or years, in advance:

1. Click here to access payment 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 type of product) using the dropdown menu located to the right of the item concerned:
    
   
    
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.

This guide explains how to manage the reception of Infomaniak Newsletters according to the desired topics.

Modify the Infomaniak news subscription

To select Infomaniak topics to receive newsletters based on them:

1. Click here to access the management of your settings (Infomaniak Manager).
2. Click on Manage (in the box Infomaniak News):
   
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 enable or disable automatic renewal of your products.

Preamble

• You can automate the renewal of your products that are due to expire via the payment method of your choice.
• When placing new orders or renewing a product, this feature is automatically enabled if you are using a supported payment method (CB, Visa and MasterCard cards).
  • It is possible at any time to disable this feature.
• Once automatic renewal is enabled, the first payment attempt occurs 14 days before the product's expiration date.
  • It is not possible to enable automatic renewal if the product is less than 14 days from its normal expiration.
  • In this case, it is first necessary to renew the product before being able to enable this feature.
• Refer to this other guide if you are looking for information in case you were unable to renew the products on time or if an automatic renewal did not work, and thus avoid any service interruption in the future.

Enable automatic renewal

One product at a time

To enable the future automatic renewal of the product of your choice:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
   • Access requires authentication with a user who has sufficient rights.
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Click on the action menu ⋮ located to the right of the item concerned.
4. Choose to enable the automatic renewal of the product:
   
   
    
5. A window may then open to choose the desired payment method.

All products at once

To enable the future automatic renewal of all your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox 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 automatic renewal of products:
   
   

Disable automatic renewal

One product at a time

To disable the automatic renewal of your chosen product:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
2. If necessary, click on the date filter (next 2 months) to Show all.
3. Click on the action menu ⋮ located to the right of the item concerned.
4. Choose to disable the automatic renewal of the product:
   
   
    
5. A window may then open to choose the desired payment method.

All products at once

To disable the automatic renewal of all your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to disable the automatic renewal of products:
   
   

This guide explains how to update a payment profile on the Manager Infomaniak to facilitate your service orders and renewals.

Preamble

• Having a payment profile allows you to speed up your payments.
• Payment data is securely saved.
• The funds available on the prepaid account can, for example, serve as the default payment profile, but other payment methods can be registered.

Add or modify a payment profile

To access the management of payment methods and set a default one:

1. Click here to access the management of payment profiles on the Infomaniak Manager (need help?).
   • Access requires authentication with a user who has sufficient rights.
2. Update or add the desired payment method:
   
3. Select the desired payment method from:
   1. Twint (Switzerland)
   2. Visa / Mastercard
   3. Postfinance (Switzerland)
   4. PayPal
   5. eBill (Switzerland)
4. Click the button to save the addition:
   

Infomaniak continuously improves its products and customer service by prioritizing your suggestions shared via support, social media, or the Web. These suggestions are then discussed during the meetings of the relevant service.

Provide feedback on...

Infomaniak support is also at your disposal by email, chat, or phone if needed.

To be able to order and manage Infomaniak products (including in the case where a user wants to transfer existing products) within one or more Organizations, it is necessary to have an Infomaniak account (= user account).

This guide explains how to create a new Infomaniak account…

• … with a completely new login identifier,
• … or by using an access you already have and in this case you will create and belong to a new Organization.

Create a new Infomaniak account

If you are a new Infomaniak user:

• Click here to sign up; you will need to enter a valid email address to receive the mandatory verification request.
• Fill in the requested information and complete the registration.

Create a new Organization

You can create multiple Organizations (i.e., a space to manage your products) by accessing them with the same login identifier and password, to separate your activities professional and personal for example, or when managing multiple clients:

1. Click here to access the management of your settings (Infomaniak Manager).
2. Click on Manage from the My organizations box:
   
3. Click on the Create a new organization button
   
4. Follow the procedure to create a new Organization.

This guide explains how to delete an Infomaniak account (i.e., user account), which means removing your access to the Manager and/or the Infomaniak Mail web app ksuite.infomaniak.com/mail.

Preamble

• This operation will immediately delete your calendars and address books.
• All access to the Manager with this identifier will be lost.
• This operation does not delete the email addresses accessed from the account in question (except for some free offers, but in this case, it is specified to you before the deletion operation).
• If the account you are using is the only existing account within an Organization, you must first delete the Organization or appoint someone else to be able to delete your account.

Delete an Infomaniak / Mail account

To access the user profile section:

1. Click here to access the My Profile menu on the Infomaniak Manager.
2. Click on the trash can to the right of your name to delete the account and data:
   
3. Enter the login password one last time, then the Infomaniak account will be deleted.

This guide explains how to obtain information on…

• … the connections made to the Manager Infomaniak with your Infomaniak account login,
• … the activities performed within the Manager by your Infomaniak account.

Obtain the log of connections to the Infomaniak account

To view a connection log (active sessions) made to the Manager Infomaniak with your Infomaniak account login:

1. Click here to access the summary of access to the Infomaniak Manager by your Infomaniak account.
2. From the Account Access tab, view the list of devices connected to your Infomaniak account.
3. You can end an open session by clicking on the icon to the far right of the name of the device connected to your account, which will log it out.:
   

Be notified in case of successful or unsuccessful login

To be notified by email upon login or attempted login to your Infomaniak account:

1. Click here to access the security summary of your account on the Infomaniak Manager.
2. Click on Security Settings:
   
3. Select the cases for which you want to be alerted by email (warning upon successful login, or only in case of failed login).
4. Click to Save your changes:
   

In the same place, you can choose from how many unsuccessful attempts minimum to lock your Infomaniak account:

Once locked, the account can be unlocked by an Organization administrator or by a secure form.

Obtain the activity log of the user account

To view recent activities performed within the Manager by your Infomaniak account:

1. Click here to access the activity summary of your account on the Infomaniak Manager.
2. From the Account Activities tab, view the latest activities and actions of your Infomaniak account.
3. Search and log filtering options are available: date, product or type of action: