This guide explains how to transfer to Infomaniak data (Web, Mail, Domain, and even Cloud) currently hosted elsewhere. You remain the obvious owner of your data, without loss or interruption!

Specific guides

Click on the link corresponding to your current host:

• Swisscom: complete guide to migrate Web, Mail and domain name data

Guides for any other hoster

To retrieve any other data, follow the procedures below:

1. Import Web data (all PHP, HTML, etc. sites.)
   • For WordPress specifically, refer to this other guide…
      
2. Copy the Mail data (addresses and mailbox content, etc.) to kSuite or a simple Mail Service
    
3. Transfer the domain name (domain management, DNS zone, etc.)

You can also bring other types of data to the Infomaniak servers:

• Dropbox, Google Drive, etc. content: refer to this other guide
• Data on NAS Synology or QNAP: refer to this other guide

Why join Infomaniak?

By consolidating your domain names, websites, and email addresses with Infomaniak, you simplify the management of your invoices and services. Moreover, your domains will automatically link with your website and email address. You will therefore not need to manually configure the DNS of your domains with another registrar.

Learn more about Infomaniak

• Infomaniak, the Ethical Cloud
• Infomaniak's eco-responsible approach

This guide explains the differences between the IMAP and POP3 connection protocols from a software/email client (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.) and why you should never use them at the same time with (among others) an email address managed by Infomaniak.

Advantages of IMAP / IMAP4

With IMAP, emails remain on the server and are therefore accessible from any internet-connected device via the web app **Mail** (online service mail.infomaniak.com) or the mobile app **Mail** ( application for iOS/Android smartphone or tablet).

Practical if your connection is permanent, if you want to access all your messages from multiple locations simultaneously (at home, on the go, while traveling, etc.) and if several users share a service mailbox from different workstations.

You will always have the same view of messages on the server; everyone will see the same messages: if a message is deleted by a user, the other users will no longer see that message. If it is moved to a folder on the server, all users will see that message in that folder.

Disadvantages

You generally need to be connected to the Internet to view messages (but some email clients and mobile devices will allow you to display the inbox even without a 4G/5G or WiFi connection).

Advantages of POP/POP3

Emails are removed from the server and sent to the computer. They can therefore be accessed even when offline. Useful if your connection is expensive or not permanent, or to keep a local version if you stop your subscription with the email provider.

Disadvantages

Once retrieved on a device configured with POP/POP3, emails no longer appear on the web app **Mail** (online service mail.infomaniak.com) or the mobile app **Mail** ( application for iOS/Android smartphone or tablet). You cannot have several people viewing the same mailbox because the messages are deleted with each consultation, you will have the impression of missing or seeing certain messages disappear. Moreover, if you "keep a copy of messages on the server" (option of the software/client), the more the number of double-stored emails increases, the greater the risk of encountering problems will be (read below).

Never mix POP and IMAP

It may happen that your email software, Microsoft Outlook in particular, starts to retrieve all messages, including those you have already received and read in the past.

The cause is often a POP3 incoming server configuration with the option "keep a copy of messages on the server".

This configuration can work perfectly for some time, but then issues may arise, such as messages being re-downloaded.

To avoid this, it is recommended to use the IMAP protocol: this other guide explains how to configure an IMAP account and this other guide shows the solutions to switch an existing POP account to IMAP.

If you still want to use the POP3 protocol, avoid enabling the option to keep a copy of messages on the server.

Thank you for entrusting your email hosting to Infomaniak.

This guide allows you to quickly use the essential functions of your new Mail Service. In case of any issues, consult the knowledge base before contacting Infomaniak support.

Create email addresses

• Get started with the interface
• Create email addresses
• Create email addresses in bulk
• Create email addresses that serve only as redirects
• Copy the mail content from Gmail, OVH, etc. to Infomaniak

Use your created email addresses

• Synchronize your devices
• Check the log of incoming and outgoing emails
• Hide the recipient addresses of an email
• Discover the Infomaniak Mail mobile app
• Use the email service even if the domain points to Wix or similar
• Use the email service with your website
• Use the email drafting assistant

Get acquainted with important information

• Sending limits
• Size limits
• Recipient limit
• The various identifiers
• Troubleshoot an error with an email software/client

Customize your email

• Add a signature
• Add an alias
• Add an out-of-office message
• Add a domain name
• Automatically sort incoming emails

Secure your email address

• Filtering solutions guide
• Secure a message with encryption
• Manage security alerts
• Change the password of an email address
• Manage SPF, DKIM, DMARC, etc.
• Report a phishing email

The Student Program allows you to obtain 1 Web Hosting and 1 kSuite Standard for free to develop your digital skills during higher education.

Preamble

• A domain name is required for the proper functioning of the products and this remains paid.
• Offer valid only in the following countries: Switzerland, France, Belgium, Germany, Italy, Austria, Spain, Canada.
• Offer reserved for new hosting orders (does not apply to orders already in progress or renewed orders).
• 1 Web Hosting (= storage for 20 Websites on 250 GB of SSD space) and 1 Standard kSuite offered per person.
• The student must be of legal age (or have parental authorization).
• The student must be able to prove their status with a valid registration card and a valid ID card:
  • student card or school certificate: it must be up-to-date and show the school, the current school year as well as your first and last name
  • ID card (front/back): it must be valid with a clear and readable photo
  • your official student email address: it is provided by your school, e.g.: prenom.nom@votre-école.com
• The duration of the offer depends on the validity period of the registration card and will not exceed 4 years in total.

Get free online hosting

To take advantage of this offer, familiarize yourself with the offer page and prepare the required documents.

Discover the other free Infomaniak services!

This guide explains how to access your emails with the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) designed by Infomaniak.

Download the mobile app Infomaniak Mail

From your iOS or Android mobile device, download the app Infomaniak Mail here:

Other apps and other versions can be downloaded from the unified kSuite settings.

Getting started with the app

• Attach an additional email address in Infomaniak Mail
• Modify the Infomaniak Mail configuration
• Set up Infomaniak Mail notifications

Some features of the web app Mail Infomaniak (online service mail.infomaniak.com) are also available on the mobile version:

• Schedule the sending of an email
• Display followed/favorite emails
  etc.

Limitations of the mobile app Infomaniak Mail

• Intended solely for messaging hosted by Infomaniak.
• No push notifications with the version available on F-Droid.

A question or feedback?

• Contact Infomaniak support
• Click here to share your feedback or suggestion about a Infomaniak product

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products and more specifically their content.

Preamble

• To analyze the service behavior and identify the source of the issue you are experiencing, Support Infomaniak may ask you to perform an action to grant temporary access to part of your content, strictly limited to this analysis context, to save time in diagnosing and avoiding unnecessary back-and-forth; in accordance with Infomaniak's privacy policy, no data will be used for other purposes.
• Only Infomaniak employees who will handle your support request will be able to access it from Infomaniak's controlled facilities.
• You can revoke this access at any time or wait 7 days for it to expire automatically.
• Various contents may be accessible (read below): authorizing access to one does not authorize access to the other - these are specific authorizations.
• You can also easily share a specific email.

Allow Support to access your content

In this regard, to allow Infomaniak to access a specific part of your services:

1. Click here to access the management of Support access to your products on the Infomaniak Manager (need help?).
2. Click on the toggle switch to allow access to the content of…
   1. … email addresses linked to the Web app Mail Infomaniak (online service mail.infomaniak.com).
   2. … folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. … discussions among the kChat products existing in the Organizations to which the current user belongs
      

Take screenshots…

… on Windows

Microsoft offers a software pre-installed for screenshots. But to do them manually:

1. Display what you want/need to transmit on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. Save your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of desired captures.

… on macOS

1. Press the "CMD" + "shift" (the upward-facing arrow — shift) + "3" keys simultaneously.
2. Every time you press these keys, an image file is created on your computer's desktop.

... on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons (the only two physical buttons) simultaneously.
2. Retrieve the screenshots in the "Photos" app on your device.

... on Android (for example Samsung, LG or Huawei)

1. Press the “Volume Down” button (on the side) and the lock button at the same time.
2. The captured image is automatically saved in a Screenshots folder in the gallery.

Popup Windows

To copy and paste an error message from a Windows popup as text, simply press the CTRL + C key on your keyboard to copy the message to the clipboard. You can then paste it (CTRL + V) into the body of the message you send to us.

Browser JavaScript console…

... on Windows

Chrome, Firefox and Safari: enter the key combination CTRL + SHIFT + i
Internet Explorer and Edge: press the F12 key

... on macOS

Chrome: enter the key combination ⌘ + ⌥ + J
Safari: enter the key combination ⌘ + ⌥ + C

1. Then, click on the crossed-out circle icon or similar to reset the log.
2. Display the page of your site that is experiencing the issue.
3. The console tab displays JavaScript errors and missing online resources.

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 that do not wish to do so themselves.

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)
• … a company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001 and committed to sustainable development
• … 100% Swiss-made technological expertise with data hosted in Switzerland
• … a rich knowledge base and customer support available

Responsibilities and limits of intervention

As a web host, Infomaniak installs, secures, and keeps servers up to date, updates its web interfaces (Manager) and guides its clients in the use of services.

However, **Infomaniak does not intervene in the content of the servers or the development of websites**.

Technical support limitations

The technical support cannot help you with…

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

but can assist you with…

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

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

Find external help

For help with your site's content or organizing your emails, use the Infomaniak tender platform which lists over 1000 verified professionals, or consult the directory.

This guide explains how to recover recently lost emails, especially in case of accidental deletion by the user.

Preamble

• Infomaniak backs up the content of each email address once a day (usually early in the morning).
• It is therefore possible to restore the mailbox to its state on the day of the backup.
• ELEMENTS RECOVERED:‍
  • Emails no longer existing at the time of the restoration request will be returned to their original location.
  • Certain settings related to your email address (the "answering machine" section and the "redirection" section, among others) will also be restored if they have changed in the meantime.
• ELEMENTS NOT RECOVERED:‍
  • Moved but not deleted emails may not reappear in the expected location since they still exist somewhere in the email account's folder structure - you need to search for them.
  • The backup restoration does not include the calendar or the address book.
  • Emails that were not yet present or no longer existed at the time of the daily backup (also see the POP3 chapter below); example: an email received at 8 am, deleted at 9 am while the backup took place at 5 am.
• ELEMENTS NOT MODIFIED:‍
  • Emails received, created and stored in various folders (such as sent messages) during the interval (between the date you want to go back to and the date you perform the restoration) are not affected, they remain present.

Backup retention period

Once a full backup of your mailbox has been completed, Infomaniak makes it available to you for a certain number of days depending on your offer:

• my kSuite = 7‍ | my kSuite+ = 30‍
• kSuite Standard 1 max. user = 30‍ | kSuite Standard 2 min. users = 30‍ | kSuite Pro = 30‍ | kSuite Entreprise = 30‍
• Service Mail Starter = 7‍ | Service Mail 5 addresses min. = 7‍

By upgrading to a my kSuite offer, it is possible to recover a backup up to 30 days even if the 7 days have passed at the time of the upgrade.

Also refer to this other guide regarding the storage limits of your messages.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 7 days ago (or within the timeframe included with your offer - see above).
• Have permission to manage backups: if you had been invited to the Web app Mail Infomaniak (online service mail.infomaniak.com) to manage your address, it is possible that the Service Mail manager has revoked this right from their admin account.

To restore emails:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Check or select the email address in question from the dropdown menu on the left sidebar.
3. Click on Advanced actions.
4. Click on Restore:
5. Choose a Restoration date.
6. Click on Restore emails.
7. Once the restoration is complete, an informational email is sent.

Restore from Mail Service

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization that manages the Mail service.
• Ensure that the deletion occurred less than 7 days ago (or within the timeframe included with your offer - see above).

To restore emails from a Mail service:

1. Click here to access your product management on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the relevant product.
3. Click on the email address concerned in the table that appears.
4. Click on the Actions on the address button at the top right.
5. Click on Restore emails:
   
6. Choose a Restoration date.
7. Click on Restore emails.
8. Once the restoration is complete, an informational email is sent to you.

Emails stored in non-conventional folders

If you store your messages in unusually named folders (for example, folders named Corbeille or Spam) please refer to the important information in this other guide on the subject.

Users of email software/client configured in POP3

If you usually check your email with a software/email client like Outlook and it is configured with the POP / POP3 protocol, it will not be possible to restore everything since the backup is done once a day, it only keeps the messages that were at the time of the backup in the Infomaniak inbox; the same applies to your other folders (Sent Messages for example) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not backed up; it is therefore better to prefer the IMAP protocol in your software/email client in the future.

This guide details the security measures implemented for the Infomaniak email offers to detect abusive and abnormal use of an email address.

Preamble

• Upon written, justified and authenticated request, it is possible to modify these security rules for a specific paid email address.
• For sending emails to a large number of recipients, the Newsletter tool is the most suitable.
• These measures protect you from malicious use of your computer or your account.

Daily sending limits

The number of outgoing emails per 24 hours is limited to:

• my kSuite = 500‍‍ | my kSuite+ = 1440‍
• kSuite Standard 1 max. user = 100‍ | kSuite Standard 2 min. users = 1440‍‍ | kSuite Pro = 1440‍‍ | kSuite Entreprise = 1440‍‍‍‍
• Service Mail Starter = 100‍ | Service Mail 5 addresses min. = 1440‍‍‍
• Web Hosting (PHP Mail() function - unauthenticated sends) = 50‍ | Web Hosting (authenticated sends) = 1440‍‍

1 message sent to 2, 42 or 99 people in CC/BCC counts as respectively 2, 42 and 99 messages.
 

Other email limits

• Limits on the number of recipients per email sent
• Email size limits

This guide details the security measures implemented as part of the Infomaniak email offers to detect abusive and abnormal use of an email address. These measures protect you from malicious use of your computer or your account.

Number of recipients per email

Regardless of the chosen email offer, whether it is free or paid, the total number of recipients per message is limited to 100.

This restriction applies regardless of the field used to insert the email addresses of the recipients (To, CC, or BCC).

For sending emails to a large number of recipients, it is strongly recommended to use a newsletter tool like the one offered by Infomaniak.

Other email limits

• Outgoing email limits per 24 hours
• Email size limits