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

Thank you for entrusting the hosting of your emails to Infomaniak.

This guide allows you to quickly use the essential functions of your new Mail Service. If you encounter 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 used solely for redirection
• Copy Gmail, OVH, etc. email content 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 name points to Wix or similar
• Use the email service with your website
• Use Euria (Infomaniak AI) on your email service

Learn important information

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

Customize your email service

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

Secure your email address

• Guide to filtering solutions
• Secure a send with message encryption
• Manage security warnings
• Change the password of an email address
• Manage SPF, DKIM, DMARC, etc.
• Report a phishing email

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.

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

Download the Infomaniak Mail mobile app

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

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

On a computer, you can configure your email address with third-party software or use the web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).

Getting started with the app

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

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

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

Limitations of the Infomaniak Mail mobile app

• Intended only for messaging hosted by Infomaniak.
• Minimum and supported iOS version: v16.4
• No push notifications with the version available on F-Droid.

A question or feedback?

• Contact Infomaniak support
• Click here to share feedback or a suggestion on an Infomaniak product

The Student Program from Infomaniak allows you to get 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 one 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 of 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 justify their situation with a valid registration card and identity 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
  • identity card (front/back): it must be valid with a clear and legible photo
  • your official student email address: it is provided by your school, for example firstname.lastname@your-school.com
• The duration of the offer depends on the validity period of the registration card and cannot exceed 4 years in total.

Get the free online hosting

To benefit from this offer, familiarize yourself with the offer page by preparing the required documents.

Discover other free Infomaniak services!

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

Preamble

• Infomaniak Support may ask you to grant temporary access to part of your content.
• This access is strictly limited to the analysis context and is used solely to identify the source of the problem encountered.
• It saves time in diagnosis by avoiding unnecessary back and forth.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes.

Authorize Support to access a type of content

To authorize Infomaniak to access a specific part of your services (authorizing access to content never opens access to others; each authorization is specific and independent):

1. Click here to access access management on the Infomaniak Manager.
2. Click the toggle switch to authorize access to the content of…
   
   1. … email addresses linked to the Web Mail app Infomaniak (online service ksuite.infomaniak.com/mail).
   2. … folders among the existing kDrive(s) in the Organizations of which the current user is a member.
   3. … discussions among the existing kChat product(s) in the Organizations of which the current user is a member.

With kSuite, you can also do this by clicking here or proceed as follows to get there:

1. Click on the Settings icon ‍ at the top right of your kSuite window.
2. Click on Support in the left sidebar:
   

Who can access it?

• Only Infomaniak employees directly handling your support request.
• Access is only from Infomaniak's controlled facilities.

Duration and control of access

• You can revoke this access at any time.
• Otherwise, it expires automatically after 7 days.

Taking screenshots…

… on Windows

Microsoft provides a pre-installed software dedicated to screenshots. But to do it 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), do "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 hollow arrow up — caps lock) + the "3" keys simultaneously.
2. Each press on these keys creates an image file on your computer's desktop.

… on iOS (iPhone, iPad...)

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

… on Android (e.g. Samsung, LG or Huawei)

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

Windows Popup

To copy-paste an error message present in a Windows popup as text, a simple press on the CTRL + C key on your keyboard is enough to copy the message to the clipboard. You will then be able to paste (CTRL + V) it in 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 affected by 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 1 time per day (usually early in the morning).
• It is therefore possible to restore the mailbox as it was by going back to the day of the backup.
• RECOVERED ELEMENTS:
  • Emails no longer existing when you request the restoration will be returned to their original location.
  • Certain settings related to your email address ("answering machine" and "redirection" in particular) will also be restored if they have changed in the meantime.
• NON-RECOVERED ELEMENTS:
  • Emails moved (to a subfolder, including the trash) and not deleted will not necessarily reappear in the expected place since they still exist somewhere in the email account's hierarchy - you need to search for them.
  • The backup restoration does not include the calendar nor the address book.
  • Emails not yet present or no longer existing at the time of the daily backup execution (also refer to the POP3 chapter below); example:
    • Restoration of a backup (dated 5 AM) requested at 10 AM to retrieve an email that arrived at 8 AM and that the user accidentally deleted at 8:05 AM, while emptying the trash at 9 AM.
    • This email, having arrived at 8 AM, was not yet present in the 5 AM backup.
• UNMODIFIED ELEMENTS:
  • Emails received, created, and stored in the various folders (e.g., sent messages) during the interval (between the date you wish to return to and the date you perform the restoration) are not affected; they remain present.

Backup Retention Period

Once a complete backup of your mailbox has been performed, Infomaniak makes it available to you for a certain number of days depending on your offer.

⚠ Retention period in days:

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

To restore emails:

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon in the top right corner.
3. Check or select the email address concerned in the dropdown menu of the left sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restore date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an informational email is sent.

Restore from the Mail Service

Prerequisites

• Be Administrator or Legal Representative within the Organization that manages the Mail Service.
• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your offer - see above).

To restore emails from a Mail Service:

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 the concerned email address in the displayed table.
4. Click on the Actions on the address button at the top right.
5. Click on Restore emails:
   
6. Choose a Restore date.
7. Click on Restore emails.
8. Once the restoration is complete, an informational email is sent to you.

Emails placed in the trash

Unless otherwise configured, an email deleted by the user is moved to the trash, and it is only after a delay of several days or weeks that the trash is automatically emptied (it can also be emptied by a user click). Therefore, during a restoration operation:

• Emails currently in the trash will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were when they were deleted (whether in the inbox folders, or in the trash).

Emails placed in non-conventional folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam) take note of the important information in this other guide.

Email software/client configured in POP3

If you are used to checking your email with software/email client like Outlook and the latter 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 goes for 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 preferable in the future to use the IMAP protocol in your email software/client.

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

Preamble

• Upon written request, justified and authenticated, 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.

Sending limits per 24 hours

⚠ Number of outgoing emails possible per 24 hours:

* The maximum number depends on the email offer

Other email limits

• Limits on the number of recipients per email send
• 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 email offer chosen, 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).

Other email limits

• Outgoing email limits per 24 hours
• Email size limits

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.

This guide explains how to restore backups of previous versions of your files and other web data from your Infomaniak hostings, and how to set up an effective backup policy if the backups automatically and freely provided do not meet your availability or security needs.

Web Hostings (Starter, Shared, Cloud Server)

Refer to these guides to restore automatic backups:

• of an entire hosting (FTP + MySQL),
• of specific files on the hosting,
• of specific databases,
• of a Web Application (Wordpress & Apps),
• of Cloud Server SSH crons.

Refer to these guides to backup and restore:

• a hosting with Swiss Backup and Acronis (simple),
• a hosting with Swiss Backup and Restic (advanced),
• WordPress with Swiss Backup,
• WordPress with an extension.

Also refer to https://faq.infomaniak.com/snapshot.

Hostings v1 (old 60 Go offer)

• View and/or download the automatic backup (versioning) of your data on your FTP space under /backups and /backup_mysql at the root of the domain (above /web).
• Restore this data.

Mail

• Restore messages from Infomaniak automatic backups.
• Restore contacts or calendar events.
• Save the current content of a mail account:
  • by downloading the current content locally,
  • by duplicating all current content to a backup box,
  • by copying future emails as they arrive to a backup box.

Domains / DNS Zones

• Restore deleted DNS records from Infomaniak automatic backups.
• Restore an expired domain in the redemption period.

This guide details the limits of your email in terms of size (message weight and disk space) implemented as part of Infomaniak's email offers and guides you to check the storage used.

Email box size limit

⚠ Storage space in GB:

* unlimited

Limit on the size and number of emails

• The maximum size of an email in sending and receiving is 210,763,776 bytes, or 201 MB exactly.
  • This includes header and body (text, html, attachments, etc.) regardless of the means used to send it.
  • Note that an attachment may be encoded in base64, so its size in the email is not necessarily the same as its size on disk.
• With the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail) the size limit of attachments is 25 MB.
  • Beyond this and up to a limit of 3 GB, a link SwissTransfer is generated and integrated into your message: the data is stored in Switzerland in the Infomaniak Cloud and your recipients will be able to use this link to easily download the attachments during a predefined period.
  • Beyond 3 GB (and up to 50 GB), it is recommended to go directly through SwissTransfer for your sends.
• The number of messages in the respective storage space is not limited.
  • However, it is not recommended to keep more than 4,000 to 5,000 messages per folder (slowing down message indexing).
  • It is therefore advisable to move your messages into subfolders, which also facilitates their consultation (you can do this manually or set up automatic sorting rules).

Email retention time limit

• There is no time limit for message retention in the inbox or in subfolders, except for an email that would be deleted, or marked as spam, or manually/automatically moved to the "Trash" or "Spam" folder (or one of its equivalent names such as "Deleted Items", "Deleted Messages", "Junk Mail", including spelled in another language, "Junk" for example - non-exhaustive list)… In this case, the email is automatically deleted after 30 days without possibility of recovery.

• Backups made by Infomaniak have a retention period.

Display the total size from the Infomaniak Web Mail app

To do this:

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Check or select the email address concerned in the dropdown menu of the left sidebar.
3. Click on the action menu ⋮ to the right of the item concerned in the displayed table.
4. Click on Email settings:
   
5. Click on Refresh in the Storage box to display the mailbox size:
   

Other messaging limits

• Limits on the number of recipients per email send
• Outgoing email limits per 24 hours

Still having trouble?

If the email address of your recipient is not hosted by Infomaniak, you may receive an error message when sending the email. This can take various forms, such as Recipient address rejected: 5.2.2 Over quota 554 5.0.0 Service unavailable.

This may indicate that your recipient's mailbox is full and they can no longer receive emails, or that the email you are trying to send is too large.

This guide presents the current security model, which allows you to assign a different password to each device or software accessing the same email address.

Preamble

• This model enhances security by isolating access to an email address per user and per device.
• You can create multiple passwords for the same email address without interrupting existing connections.
• Each password can be revoked individually, without affecting other users or devices linked to this address.
• A password is never displayed again after its creation; simply create a new one if necessary.

Manage access to your email address securely with distinct passwords

Previously, changing the main password of an email address required updating it on all devices (IMAP/SMTP), often causing access interruptions.

The current model offers more flexible and secure connection management: like application passwords, each user, device, or software accessing an email address has its own password. This avoids widespread outages when a change or revocation occurs.

When creating a new email address, no single password is imposed. It is then possible to set specific passwords for each user and/or device according to the access needs for this address.

Additional password and/or user/device

You can add an additional password at any time for a new user, device, or software, without disrupting existing access to the email address.

To temporarily grant a collaborator access to your email address, create a dedicated password and transmit it securely; refer to this other guide on the subject.

When access is no longer needed, revoke only the password in question: other accesses to the email address remain active. This operation enhances security while simplifying user and device management.

For complete protection of your email address and account, also activate two-factor authentication on your Infomaniak accesses.

This guide explains how to manage the password of an email address from an Infomaniak Mail Service.

Preamble

• If you cannot log in to the Manager or Mail / kSuite, you will not be able to manage the passwords of any of the email addresses: refer to this other guide in this case.
• Changing the password of an email address means changing the IMAP / SMTP password: as soon as the password is changed, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility).

Set a password for an Infomaniak email address

Prerequisites

• Order a Mail Service from Infomaniak.
• Create one or more addresses on this Mail Service.
• Be Administrator or Legal Representative within the Organization.

To set a new password or add an additional password to an existing email address on your Infomaniak Mail Service:

1. Click here to access the management of your product in the Infomaniak Manager (need help?).
2. Click on the product name concerned.
3. Click on the email address concerned in the table:
   
4. Click on the Devices tab.
5. Click on the button to Add a device:
   
6. Enter the password to log in to your Infomaniak account if necessary.
7. Then in the drop-down menu, choose No user.
8. Choose an icon and a descriptive name for your device that requires the password.
9. Click on the button to Continue:
   
10. The new password created is displayed, you can copy it and keep it safe (password manager for example); it will no longer be displayed afterwards.
11. Click to display the recommended messaging parameters if necessary.
12. Click the button to Finish:
    
13. The new device appears in the list with information about the user who created it (you) and its creation date.
14. The action menu ⋮ located to the right of the item in question allows you to randomly generate a new password for this device, or to cut its existing connection (read the chapter on this subject further down in this guide) by removing it:
    

Create a password for a user

Instead of creating a password yourself and then having to communicate it to the user, you can directly allow a user who does not have as many permissions as you to obtain the password for the device they need:

1. Add the new user (existing in the Organization or not) as described in this other guide:
   
2. Once the user is added, switch to the devices tab to add a new device:
   
3. Enter the password to log in to your Infomaniak account if necessary, then select the user created in step 1.
4. Click on the first option to send a setup assistant for the user's device.
5. Click the Continue button:
   
6. Copy the invitation link valid for 30 days to be sent to the user.
7. If necessary, send the invitation to the user's email address:
   

In step 4 above, you can also choose to generate a password:

• The created password will be displayed, you can copy it and keep it safe (password manager for example); it will no longer be able to be displayed afterwards.

Reset/remove device password(s)

To cut any current IMAP/POP/SMTP connection that is being made using a password generated on this interface (this does not remove the address from the Infomaniak Mail Web App (online service ksuite.infomaniak.com/mail) — you need to administer the users of the email address for this), it is possible to revoke a device, or even delete all existing configurations in 1 click:

1. Click here to access the management of your product in the Infomaniak Manager (need help?).
2. Click on the product name concerned.
3. Click on the email address concerned in the table:
   
4. Click on the Devices tab.
5. Click the red link to disconnect all registered devices (confirmation is required).
6. Click on the action menu ⋮ located to the right of the device in question.
7. Click on “Change password” to cut the current connection but allow the device to reconnect with a new password directly.
8. Click on “Disconnect the device” to remove it from the list and delete the corresponding connection:
   

This guide details the two main types of identifiers. They are distinct, even if the address format can be identical.

Infomaniak Account vs Email Address

Here is a summary of these 2 types of identifiers:

What to do in case of a connection problem?

It is not necessary to contact Infomaniak Support (who does not have any of your passwords)…

• Problem with the Infomaniak account? Reset the account password.
• Problem with an email address? Reset the email password.

Explanations

1. Like many other online services, you registered with Infomaniak using a personal email address.
2. This personal email address serves as your login identifier when you want to access Infomaniak services.
3. This login identifier has its own password (set when creating your Infomaniak user account – your personal email address, see above).

There is no link between…

• … this identifier/password pair described in points 1/2/3 above…
• … and the email addresses you have created or obtained subsequently with Infomaniak.

A link might exist if the address is the same (for example, you signed up with the email address toto@abc.xyz and you also manage this same email address at Infomaniak) but even in this case, the password will probably be different — once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

Other identifiers?

Acquiring other Infomaniak products involves obtaining other identifiers, such as those required for FTP, MySQL, SSH, WebDAV connections, etc., but these identifiers are completely independent of the two types described above.

This guide details the allowed and disallowed characters when creating an email address (up to 64 characters) in an Infomaniak Mail Service.

Preamble

• The allowed characters differ depending on whether they appear before or after the at sign @. For example, in username.mail@domain-name.xyz:
  • Before the at sign: the part username.mail corresponds to the username.
  • After the at sign: the part domain-name.xyz corresponds to the domain name.
• To learn about the possibilities offered at the domain name level (part after the at sign @), consult this other guide.

Part before the at sign: username.mail

The RFC 5321 and RFC 5322 standards define the general syntax of email addresses. However, email providers — including Infomaniak — apply additional restrictions to ensure security, consistency, and compatibility with the majority of email clients.

For example, an address such as -@example.com is syntactically valid according to RFC 5322, but is not accepted when created on Infomaniak servers.

These additional rules allow, in particular:

• to avoid abuse (spam, malicious automation, etc.);
• to respect naming conventions (an identifier composed solely of - makes no sense);
• to ensure compatibility with email clients that poorly handle certain address formats.

In summary: RFC 5322 defines what is syntactically possible, but each server determines what is actually usable in practice.

Allowed characters before the at sign

The following characters can be used in the part before the at sign of an Infomaniak email address:

Forbidden characters before the at sign

The following characters (at sign, exclamation mark, hash, dollar, percent, caret, ampersand, asterisk, parenthesis, equal sign, bracket, chevron, comma, quotation marks, semicolon, question mark...) cannot be used to create an Infomaniak email address:

This guide explains how to create an email address from the Mail Service Infomaniak, the powerful and secure solution for hosting your email addresses.

Preamble

• To create multiple email addresses in bulk, refer to this other guide.
• To create “virtual” addresses serving as redirections, refer to this other guide.
• Refer to this other guide if you are looking for additional information about invitations to use a new address or an existing address.

Create an address on a Mail Service

Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available free addresses or adjust it in advance if necessary.

Then, the administrator of a Mail Service creates a new email address:

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 the blue button Create an email address at the top right:
   
4. Enter the name that will compose the email address.
5. Click on the button to continue:
   
6. Select the creation mode suitable for your situation:
   1. An address for yourself (and directly visible on your Mail interface)
   2. An address for multiple users (sending invitations)
   3. An address without invitation (no attachment to your Mail interface)
      
7. Click on the button to continue.

Choice [a]

1. Choose a possible signature template then click on Continue:
   
2. That's it, the email address is now visible on Mail ksuite.infomaniak.com/mail:
   
   If you need to obtain a password for third-party use, refer to this other guide.

Choice [b]

1. Choose who should be able to view the address among:
   1. existing users on your Organization
   2. an external email address to whom you send an invitation link to the email address you need to specify in the field
   3. a new user to whom you will send an invitation link by your own means
      
2. If you have chosen:
   1. existing users on your Organization then you can manage their access rights to the answering machine, device addition, etc. by clicking on the small icons, then choose a possible signature template and click on Continue to finish and give them access to the address which will be automatically visible on Mail ksuite.infomaniak.com/mail:
      
   2. an external email address then you can manage their access rights to the answering machine, device addition, etc. by clicking on the small icons, then choose whether the user must log in with the new email address or the address of their choice, choose a possible signature template and click on Continue to finish:
      The user receives an invitation to view the email address, valid for 30 days:
      
      The button takes them to a page where, depending on your initial choices, they can either create a new account or log in to an existing account they may already have with Infomaniak, or create a new account whose identifier must necessarily be the email address created. Once completed, the address will be automatically visible on Mail ksuite.infomaniak.com/mail.
   3. a new user then you can manage their access rights to the answering machine, device addition, etc. by clicking on the small icons, then choose whether the user must log in with the new email address or the address of their choice, choose a possible signature template and click on Continue to finish:
      
      The difference with point b is that the invitation link is directly visible — you can still send it by email if necessary using the link below the invitation URL:
      
      The invitation link valid for 30 days takes them to a page where, depending on your initial choices, they can either create a new account or log in to an existing account they may already have with Infomaniak, or create a new account whose identifier must necessarily be the email address created. Once completed, the address will be automatically visible on Mail ksuite.infomaniak.com/mail.

Choice [c]

1. The email address is directly created (always without password, and this time without any user, so the address will not be visible anywhere initially) and works fully.
2. You can of course manage the users and the passwords from the email address management directly.

2. Create an Infomaniak account with the created email address

If the user is led to create an Infomaniak account to use the new email address, and this address is specified as the login identifier…

• … this is mainly the case when choosing [ b ] above, when this box is selected:
  

… some restrictions may then exist: refer to this other guide on this subject.

Additional actions (button ‍)

Click on the chevron to the right of the Create an email address button to access additional actions:

1. Create a generic email address of type:
   1. no-reply (for sending confirmation, validation, invoice, etc.)
   2. catchall (allows you to receive all messages for which there is no specific email address on your domain)
2. Create multiple email addresses: allows you to create multiple email addresses at once using a CSV file.
3. Create “virtual” addresses serving as redirection.
4. Import content from other email addresses.

Delete one or more email addresses

To remove an email address (its content will be permanently deleted):

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 in question.

Once in front of the email address table:

A. Delete one address at a time

1. Click on the action menu ⋮ located to the right of the item in question.
2. Choose to delete the email address.

B. Delete multiple addresses at once

1. Select the addresses to delete by checking the boxes to the left of the line.
2. Click on Delete at the bottom of the screen.

This guide helps you identify and correct errors encountered when attempting to use your software/email client such as Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.

Always use...

• the unique server name: mail.infomaniak.com (for IMAP reception servers and SMTP sending)
• the correct incoming/outgoing port numbers
• authentication in the settings when it is offered, and if necessary, enter the username (your full email address) and its password in the fields related to mandatory authentication
• the correct email address password which is generally different from the username used to log in to Infomaniak (if necessary, change the password of your email address) - beware of the sign $
• an existing email address that must have been actually created (or defined as an alias)
• one protocol at a time (never check an email box with devices configured in POP3 for some and in IMAP for others as these two protocols do not work well together)

Mandatory to try...

• compare the recommended parameters for the software/email client used, especially if you have just modified the password on the Infomaniak side
• retrieve your emails using another network (WiFi, connection sharing from 4G/5G, or any other Internet connection)
• temporarily disable your security applications (antivirus, firewall, VPN...); if you can then retrieve your emails normally, contact the publisher of the security application(s) you are using
• type your password in plain text in a word processor; depending on the configuration of your keyboard the key A may refer to the letter Z and the key Q may refer to the letter A...
• restart and try a send/receive: some applications require validating several times the window containing the configuration parameters or ask to be restarted to take into account their new parameters
• write a new message after modifying your parameters: a message in the process of being written that would be saved in the Drafts folder risks not taking into account any possible configuration changes

Types of errors

• 0x800... - refer to this other guide
• Certificate error (SSL or other): refer to this other guide
• 550 5.7.1 relaying denied or Proper authentication required - refer to this other guide
• 535 5.7.0 authentication failed - refer to this other guide

also:

• "573 Antispam: Authenticated connection not possible. Please use port 587 instead of port 25."
  or "An operation on the server timed out. The server may be down, overloaded, or there may be too much network traffic."
  or "the time limit has been exceeded" with an error number that follows (421, or 573 for example).
  Most ISPs (Internet Service Providers) have blocked the SMTP sending port number 25 for many years now. Therefore, you should never specify port 25 as the SMTP port. To still be able to send emails, use the recommended ports.