Knowledge base

This guide details the different identifiers used for access to Infomaniak.

Manager & kMail (Webmail)

The username and password used to connect to the Manager (administration console for your products) and to kMail webmail (online messaging interface to use one or more email addresses) are not necessarily the same as those used for an email account hosted by Infomaniak (see below), even if in both cases it is an email address and even if it is identical.

Email service

To use an email address, you must know at least its title and password. These may look like your Infomaniak connection identifier but in reality they are 2 different things.

To remember

In summary, you have:

• 1 identifier (in the form of an email address) and 1 password to access
  • at kMail  https://mail.infomaniak.com/
  • to the Manager https://manager.infomaniak.com/

• 1 password for each email address hosted at Infomaniak

These two pieces of information can be identical or not according to your choice or according to whether it has been unified or not. And if you change one, it won't necessarily change the other.

Example

It is for example possible to connect to the Manager with an email address not managed by Infomaniak: email@microsoft.fr
This Infomaniak connection identifier will have its own password and the microsoft.fr address will have its own.
It's the same if the address was email@domainechezinfomaniak.ch and it was managed on the Infomaniak servers.

Similarly, the password used to connect to the Manager can be "pAssW8ox3C" while the password for your Infomaniak email address is, for example, "h6Kcy34rT".

This guide explains how to create an email address for you, another user or multiple users via the Infomaniak Email Service, our secure, high-performance solution for hosting your email addresses. All the more reason to manage your email address with Infomaniak!

Create the email address for yourself

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service / domain name concerned
4. Click on the Create an email address button at the top right
5. Enter the desired email address (mail@your-domain.com), then click on the Next button
6. Click on the For me button
7. Set a password
8. Click on Next
9. Choose to access your emails via Infomaniak Mail (recommended) or to follow our configuration wizard to consult your email address using a different device / software

Create the email address for another user

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service / domain name concerned
4. Click on the Create an email address button at the top right
5. Enter the desired email address (mail@your-domain.com), then click on the Next button
6. Click on the For another user button
7. Indicate the name of the existing user in your organisation or an email address (external user)
8. If necessary, modify the user permissions for the email address
   


9. Click on Next, two scenarios are possible:
   1. If it is an existing user in the organisation, an invitation will be sent to them directly by email
   2. If it is a user from outside the organisation, you will need to choose whether they must use the email address to create an Infomaniak account with it or with an address of their choice

You can modify the user permissions at any time via your Email Service: https://faq.infomaniak.com/1811

Create the email address for multiple users

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service / domain name concerned
4. Click on the Create an email address button at the top right
5. Enter the desired email address (mail@your-domain.com), then click on the Next button
6. Click on the For multiple users
   
button
7. Define a password
8. Click on Next

You can modify the user permissions at any time via your Email Service: https://faq.infomaniak.com/1811

Invite a user onto an existing email address

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service / domain name concerned
4. In the Email Service dashboard, click on the email address concerned
5. Via the General tab, click on Invite to add a new user
   1. If the user already exists in the organisation, type their name in the search field then click on Next
   2. If the user is external to the organisation, choose Generate a sharing link
6. If necessary, modify the user permissions for the email address
   


7. Click on the Invite or Generate a sharing link button

You can modify the user permissions at any time via your Email Service: https://faq.infomaniak.com/1811

Additional actions

Via the Create an email address button, there are two additional actions:

1. Create a generic email address: no-reply (to send confirmation, validation, bills, etc.) and catchall (allows your receive all the messages for which there is no specific address on your domain)
2. Create several email addresses: allows you to create several addresses at once using a CSV file

To delete an email address

1. Connect to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service / domain name concerned
4. In the Email Service dashboard, click on theicon to the far right of the email address concerned
5. Select Delete the email address, indicate your login password for your Infomaniak account, tick the box then click on the Delete the email address button

Find out more

• Startup guide: configure your e-mails, contacts and diaries on your devices
• Email Service: manage email addresses
• Email Service: modify an email address password
  
• Infomaniak Mail: modify an email address password

Thank you for choosing us to host your emails.

This guide will help you start using the key features of your new product in no time. In the event of a problem, please consult our knowledge base before contacting our support team.

You ordered an Email Service and you want to:

• Control the interface
• Create email addresses
• Link or unlink a domain name
• Use a webmail (kMail)
  
• Configure your emails, contacts and calendars on your devices

It is absolutely necessary that your printer or scanner (Hewlett-Packard, Canon, Epson, Brothers, etc.) be able to use SMTP authentication in order to send emails. Enable this function if available and use the email address created for the printer as the user name with the password you have set.

Use the following email server address: mail.infomaniak.com

If your printer refuses the server address in this format and requests an IP address, it will unfortunately not be possible to configure your printer to send email. Indeed, our mail servers' IP addresses being likely to change at any given moment, it is essential that you use the address in the form of a name, as shown above.

This guide explains how to switch, in messaging software, from a POP configuration to an IMAP configuration for the same mailbox.

IMAP/POP: what's the difference?

The IMAP protocol stores your emails on the mail server, while the POP protocol deletes them from the server to store them exclusively on the computer that holds the email account. To manage an email address on multiple computers and/or with a mobile device (smartphone, tablet, etc.) it is therefore highly recommended to use the IMAP protocol. Find out more

Switching from the POP protocol to the IMAP protocol

If your email address is already configured with the POP protocol in your email software (Mozilla Thunderbird, Microsoft Outlook, etc.), it is impossible to switch directly to the IMAP protocol.

In addition to your email account configured with the POP protocol, it will be necessary to create a new email account with the IMAP protocol in your email software before moving your messages and folders from the POP account (from your computer) to the IMAP account (on the mail server).

We decline all responsibility in the event of lost data following these operations.

With Microsoft Outlook

First, make sure that your POP email account appears on the left side of the program under Outlook or Personal folders (zone framed in green in the image). These folders will in fact be preserved, even if the email account configured with the POP protocol is deleted. If your folders and emails are not stored under Outlook or Personal folders, move your messages and folders there before performing the following actions:

1. Open Microsoft Outlook
2. Open the File tab on the Office ribbon, then click on Add an account
3. Configure the new email account with the IMAP protocol (the same account as the one configured under POP but this time under IMAP)
4. Once the IMAP account is created, delete the old POP account
5. Your messages and your folders are still in the Personal folders section
6. Moveone folder at a time by dragging them to the inbox of the new account configured under IMAP
7. Wait while these items are transferred (it may take a long time depending on the volume to be transferred onto the server)

If your POP account was keeping a copy of messages on the server (this option is available in the advanced settings of your Outlook but is not recommended), you may have duplicate messages.

With Apple Mail

The deletion of the account configured under POP deletes the messages it contains. Therefore, it is recommended to disable the POP account instead of deleting it!

Once the POP account is disabled, followour guide to configure you email address in Apple Mail, in IMAP.

When you have finished, just drag the messages in your POP directory to the directory of your new IMAP account.

This error message appears because you have set the names for the IMAP/POP/SMTP servers in the form of mail.domain.xyz and have activated the SSL option, whereas the SSL certificate is only valid for our infomaniak.com domain.

You need to use mail.infomaniak.com as the incoming and outgoing server in order to be able to use SSL for the connection.

We have implemented security measures in our Mail offering which detect the abusive or abnormal use of an email address. These measures protect your computer and email account from malicious use.

Mail and Starter Hosting

For security reasons, the number of recipients per email is limited regardless of whether the email addresses are entered into the To, CC or BCC fields.

These limits are as follows:

• For the Starter Email Service package: limit of 100 recipients
• For Paid Email Service packages: limit of 100 recipients
• For @ik.me addresses (free): limit of 10 recipients

To send emails to a large number of recipients, we recommend our Newsletter tool.

Find out more

• Discover Infomaniak's Email Service
• Convert Starter hosting to full hosting
• Infomaniak limits on emails sent per 24-hour period
• Infomaniak Free Email: daily limit on sending emails

This guide explains how to create a "catchall" email address in order to retrieve all the emails sent to a domain without declaring an email address each time.

Example: you use john.smith@domaine.xyz but want to receive emails even if the sender gets the address wrong (jonh.smit@domaine.xyz, johnnysmith@domaine.xyz, etc.).

With a catchall address, a sender getting the address wrong won't receive an error message and you can see the emails by logging in to the catchall@domaine.xyz address

This is ideal if you want to receive all the messages for which there is no specific address on your domain.

Create a catchall address

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. Go to Email Service
3. Click on the Email Service/domain name concerned
4. Click on the drop-down menu arrow on the Create an email address button and select Create a generic email address
   
   


5. Click on the drop-down menu arrow in the Email address field and select Catchall then click on Next to finish creating the catchall email address
   
   

Important recommendations

We advise against creating this account because it also retrieves all spam and viruses; during a wave of spam attacks, it therefore runs the risk of becoming totally saturated. It is better for senders to receive an error message warning them that the email address they used does not exist so that they do not continue using it as a recipient address.

Moreover, if you configure the "Auto-reply" function for a catchall@ address on your domain, no automatic reply will be sent to the people sending a message to an address which does not exist on the domain.

The defered error message means that our email server has tried to connect to your correspondent's email server to send the message but hasn't succeeded, but hasn't succeeded for an unknown reason.

This error message indicates that our server will continue to attempt to send your message for the time specified in the error message.

If this message still can't be sent when this time has elapsed, you'll be sent a final error message to notify you that it wasn't possible to send your message and that your correspondent hasn't received it.

According to the RFC, all characters are valid, except

• Accented characters
• Control characters (CTRL + keyboard key)
• Blank spaces
• Special characters such as ()<>@,;:"[]|ç%&,

To find out more (English)