This guide concerns the email redirection addresses feature, a function available on the Mail Services and used to create addresses solely intended to redirect emails.

Preamble

• This feature allows you to create a "virtual" email address without affecting the available quota of email addresses on the paid Mail Service.
• It does not store any received messages, it is impossible to access and view them, nor to restore or view the logs of the messages that have transited.
• It is solely intended to redirect incoming emails to one or more (max. 10 recipients per redirection) other existing addresses.
• The registered recipients to receive the redirected e-mails must first accept their addition for the redirection to them to work (see point 3 below).
• Emails considered as spam by Infomaniak will not be redirected (and refer to this other guide regarding possible redirections from Gmail to Gmail).

Number of possible redirections

Number of possible mail redirection creations per available address (according to the Service Mail quota): 

• kSuite Standard 1 user max. = 1‍ | kSuite Standard 2 users min. = 20‍ | ‍‍kSuite Pro = 20 ‍‍ | kSuite Entreprise = 20‍
• Service Mail Starter = 1 ‍‍ | Service Mail 5 addresses min. = 20‍

For example: Service Mail paid for 10 addresses = 200 redirection addresses available
 

Create the address intended to redirect emails

1. Open the redirection email addresses management page

To access the feature:

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 chevron ‍ to the right of the blue button Create an email address.
4. Choose to Create a redirection address:
   

You can also click on Mail de redirection in the left sidebar:

2. Add a new redirection address

For this:

1. Click on the blue button to Create a redirection address.
2. Name the email address that will receive the emails to be redirected (it will be valid on the main domain and its linked domains).
3. Specify an email address that will receive the emails.
4. Click on the ‍ button to add the valid email address to the table below.
5. Delete an address from the table if necessary by clicking on the trash can icon.
6. Click on the blue Create: button
   
    

3. Confirm the addition as a recipient of the redirection

The recipient addresses entered in the table automatically receive an email requesting confirmation of the addition.

• The user must click on the link in the email to confirm the addition.
• As long as the addition is not confirmed, the status Pending will remain displayed next to the destination address (visible if you modify the redirection address - read below).

Modify or delete the redirection

You cannot rename a redirection address after its creation. But to modify the list of redirection recipients, or resend a confirmation request, or delete the redirection email address:

1. Click on Mail redirection in the left sidebar.
2. Recipients who have not yet confirmed their addition are preceded by a grey icon.
3. Click on the action menu ⋮ to the right of the relevant redirection address:
   

From this action menu ⋮ click on:

1. Edit to add recipient email addresses:
    
   1. Click the button ‍ to add the valid email address to the table below.
   2. Save the modification.
   3. Otherwise, click the trash can icon to remove a recipient email address from the list.
   4. Acceptance status details are displayed to the right of the recipient address:
      
2. Resend to immediately ask the user via email to accept their addition to the list (a second reminder will only be possible after 24 hours, otherwise the button remains grayed out).
3. Delete to remove the entire address (click on the confirmation modal to perform the deletion):
   

This guide concerns the notifications that can be received with the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

To be notified according to the specific email address

The Infomaniak Mail mobile app allows you to manage multiple email addresses and you can choose to receive notifications for only some of your email addresses and not others.

To access the notification settings of the application, refer to point C of this other guide.

Troubleshoot an issue…

… on iOS

Check in the settings of the Infomaniak Mail mobile app that notifications are enabled for the email address in question:

... on Android

On Samsung devices with One UI 6.1 and above, the system settings screen for notifications no longer allows you to specify by default which of your email addresses should trigger a notification.

The solution is to enable the option “Manage notification categories for each application” from the main Android notifications page, by first clicking on “Advanced settings” at the bottom of the window.

Go back to the notification page of the Infomaniak app and you will be able to tap on “Notification Categories” to find the choice of specific notification by email address.

Receive all notifications

If you have enabled notifications for the app on your mobile device, you will receive a notification for each new message that arrives.

Troubleshoot an issue…

If you see a new message arrive in your inbox, but it has not triggered any notification on your device, there may be multiple reasons for this.

1. Start by opening the app to make sure it is working, update it if necessary.
2. Open another application or turn off the device screen (if the Infomaniak Mail application is open, in the foreground, screen on, the device may not emit any notification).
3. Send a new test message to your email address to trigger a notification.
4. Is the test message in the inbox? Indeed, a message going to spam or another folder may not trigger any notification.

... on Android

1. Have you waited for several dozen minutes? Indeed, quick notifications (like push) require going through a Google service to function, but some devices that do not use Google services (like Fairphone) may receive notifications at much longer intervals.

This guide explains how to automatically transfer new messages from an existing email address, managed with Infomaniak, to the email account of your choice, even if it is completely external to Infomaniak, while keeping (or not) the messages.

Number of possible redirections

Number of email addresses that can be specified to redirect emails from an existing email address:

• my kSuite+ = 100‍‍
• kSuite Standard max. 1 user = 10‍‍‍ | kSuite Standard min. 2 users = 100‍‍ | kSuite Pro = 100‍‍ | kSuite Entreprise = 100‍‍‍
• Service Mail Starter = 10‍‍ | Service Mail 5 addresses min. = 100‍

Add a redirection from the Infomaniak Web Mail app

Prerequisites

• Having permission to manage redirections: 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 access your Infomaniak mailbox:

1. Click here to access the Mail Web app Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on Redirections:
   
5. Click on the blue button Add a redirection.
6. Enter a destination email address per line.
7. Click on Add.

Add a redirection from Service Mail

To access the 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 relevant product.
3. Click on the email address concerned in the table that appears.
4. Click on the Redirection and alias tab or from the left sidebar.
5. Click on the blue button Add a redirection:
   
6. Enter a destination email address.
7. Click on the blue + button to add more email addresses.
8. Click on Confirm to finish adding.
9. Click on the toggle switch to keep or not a copy of the emails on the email address after redirection.

Copy or move?

Once an email redirection address has been added, you can check the box to delete emails from the server after forwarding, the redirection then becomes a move and no longer a copy.

Delete email redirections

You cannot apply the redirection service to multiple email addresses of a domain in a single operation. However, the reverse is possible and you can therefore select all the addresses of a Mail Service and delete their possible redirection.

In case of trouble

• Gmail emails are redirected without any particular restrictions EXCEPT in a very specific case.
• Any email considered as spam by Infomaniak will not be redirected.

This guide details the rules to follow to send emails from Infomaniak to multiple recipients without it being considered as spam.

Preamble

• Infomaniak is a Swiss hosting provider governed by Swiss laws, federal laws (and general terms of use) which stipulate that before being added to an email sending list, potential recipients must have given their consent.

Getting the recipient's consent

For a user's subscription to a newsletter to be considered voluntary, the user must:

1. To have entered their email address in a form dedicated to a specific topic.
2. To have clicked on a validation link automatically sent after registration (point 1); this registration must only concern the subject specified at the time of registration.
3. To be registered by the Newsletter system with the IP address and date.

This is called a double opt-in subscription.

The term "double opt-in" refers to a registration process in which a user takes two distinct actions to confirm their intention to receive communications, typically newsletters or marketing emails.

The owner of an email address can report any received message as spam at any time. Collecting subscriber sign-ups through double opt-in is therefore the only way to protect against a potential spam complaint.

What to do in case of a spam complaint?

As an email provider, Infomaniak must demonstrate its cooperation in the fight against spam and ensure that none of its customers are blocked/blacklisted by the email providers of potential complainants.

In case of a spam complaint, Infomaniak can therefore temporarily suspend deliveries and ask the sender of the message for proof of registration of the complainant; in this case, the complaint will become void.

However, the complaint will be justified if no proof of subscription is provided and Infomaniak may be forced to take measures: suspend the email address, the domain name or terminate the contract in case of recurrence.

How to comply?

If you wish to conduct email campaigns, make sure you have the information from point 3 above (IP address and registration date of each subscriber). This process ensures that the user has explicitly confirmed their desire to receive communications, thereby strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized sign-ups.

It is therefore recommended to build your list by inserting a contact form on your website that will ensure to collect the email addresses of your subscribers via double opt-in.

An unsubscribe link must also be visible and appear at the bottom of each of your newsletters.

This guide concerns Greylisting, a protective measure that is implemented on Infomaniak's mail servers.

How Greylisting Works

Greylisting is a technique used by Infomaniak mail servers (among others) to combat spam. It relies on the principle of temporarily delaying the delivery of an email to verify the legitimacy of the sender. This method exploits the fact that spam servers often send emails without adhering to message retransmission standards.

1. Initial Reception

When a mail server receives an email, it records three elements:

• the sender's IP address
• the sender's email address
• the recipient's email address

2. Temporary Rejection

The server temporarily rejects the delivery of the email and sends a temporary error message (code 4xx). This means that the message is not permanently rejected, but that the sending server must try again later.

3. Retry

Legitimate mail servers are programmed to retry delivering messages after a certain delay. Spam servers, on the other hand, often do not bother to retry.

4. Acceptance

Upon retry, if the email comes from the same trio (sender's IP, sender's email address, recipient's email address) noted previously, the message is accepted and delivered to the recipient.

This guide details the limits of your email at the size level ( weight message size and the size of the message disk space) set up as part of the Infomaniak email offers and guide you to view the storage used.

Limit of the size of the mailbox

• The total volume of your e-mails is unlimited, whether it is in number of messages or in place that it represents on the storage space.
• Only the supply my kSuite may not exceed 20 GB of storage.

Limit of the size of each e-mail

• The maximum size of an e-mail sent and received is 200 MB (this includes both the size of the attachment and the text and image(s) present in the e-mail).
• With the Web app Mail Infomaniak (online service) mail.infomaniak.com) the size limit of the attachments is 25 MB, beyond a link Swisstransfer is generated.

Limit of storage time of messages

• There's no such thing as no time limit for storing messages in the inbox or in subfolders, with the exception of: an e-mail that would be deleted, or reported as spam, or moved manually/automatically in the folder "Trash" or "Spam" (or one of its equivalent names as "Elements deleted", "Erased Messages", "Indesirable Mail", including spelling in another language, "Junk" e.g. - non-exhaustive list)... In this case, the e-mail is automatically deleted after 30 days no possibility of recovery.

• The backups made by Infomaniak have a period of detention.
• It is not recommended to keep more than 4,000 to 5,000 messages per folder (reduce the indexing of messages). It is therefore advisable to move your messages to subfolders, which also facilitates their consultation. You can do it. manually or to put in place automatic sorting rules.

Show total size from the Mail Infomaniak Web app

To this end:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Check or select the relevant email address from the drop-down menu in the left side menu.
3. Click on the action menu ⋮ to the right of the object concerned in the array that appears.
4. Click on Mail address settings:
   
5. Click on Refresh in the box Storage to display the size of the box:
   

Other courier limits

• Limitations on the number of recipients e-mail
• Limits of outgoing emails per 24 hours

A problem, though?

In case your recipient's e-mail address is not hosted by Infomaniak, you may receive a error message at the time of sending the e-mail. This can take various forms, e.g. Recipient address rejected : 5.2.2 Over quota 554 5.0.0 Service unavailable. 

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

This guide explains how to implement a DMARC policy for your email hosted by Infomaniak, an essential element to prevent potential delivery issues.

Preamble

• DMARC (Domain-based Message Authentication, Reporting, and Conformance) is an essential tool for enhancing email security and protecting your domain against fraud by verifying the authenticity of outgoing emails (through authentication mechanisms such as SPF and DKIM) and allowing you to define policies for handling unauthenticated emails.
• DMARC is used to specify to other mail providers what they should do when they reject an email due to incorrect or missing SPF or DKIM.
• To do this, domain owners can define DMARC policies, such as "reject", "quarantine" or "none", to specify how these "suspicious" emails should be handled. Example:
  1. An email is sent from anna@domain.xyz to victor@yahoogle.abc.
  2. The Mail Service of domain.xyz contains a DMARC configuration of type reject at 100%.
  3. The Mail Service of yahoogle.abc is well secured and proceeds with the SPF/DKIM/DMARC analysis of the mail arriving from domain.xyz.
  4. If this analysis results in a failure of the SPF or DKIM, then the Mail Service of yahoogle.abc will reject (and therefore delete) the message.
  5. It will send a report by email if a report address is specified in the DMARC of domain.xyz.
     • These DMARC reports generated help you maintain and improve the security of your domain; you will thus be able to identify any authentication errors and phishing attempts using your domain.

DMARC policy and acceptance percentage

For the instructions that can be given to recipient servers when a suspicious message is detected, 3 policies (p = policy) exist and can be refined with a percentage (pct):

none

With "p=none", no email is rejected or quarantined based on DMARC verification. However, the percentage of reception can be used to collect data on unauthenticated emails, indicating how many of these emails should be subject to the DMARC policy. For example, "p=none; pct=10" means that 10% of unauthenticated emails will be subject to the DMARC policy, while the remaining 90% will be accepted.

quarantine

With "p=quarantine", unauthenticated emails may be placed in quarantine, but the reception percentage determines the proportion actually subject to this policy. For example, "p=quarantine; pct=50" means that 50% of unauthenticated emails will be placed in quarantine, while the remaining 50% will be accepted.

reject

With "p=reject", unauthenticated emails are rejected. The reception percentage determines the proportion of unauthenticated emails that will be effectively rejected. For example "p=reject; pct=20" means that 20% of unauthenticated emails will be rejected, while the remaining 80% will be accepted.

Create a DMARC record

There are 2 ways to manage DMARC.

If you have a Mail Service with Infomaniak, the easiest way is to go to the Global Security tool to manage your DMARC security policy and reports:

But since the DMARC record is a type of DNS record, typically of type TXT, you can also manage it from the DNS zone of the domain name:

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 relevant product.
3. Click on DNS Zone in the left sidebar.
4. Click the button to add a record:
   
5. Click on the radio button DMARC to add a record.
6. Click on the Next button:
   
7. Leave (or add if necessary) the value _dmarc in the Source field.

8. The Target field must contain the parameters you wish to use, separated by ;:

   Tag Name	But	Example
   v	Protocol version	v=DMARC1
   pct	Percentage of messages subjected to filtering	pct=20
   ruf	Report URI for forensic reports	ruf=mailto:authfail@domain.xyz
   rua	Aggregate report URI	rua=mailto:aggrep@domain.xyz
   p	Policy for the organizational domain	p=quarantine
   sp	Policy for the subdomains of the organizational domain	sp=reject
   adkim	Alignment mode for DKIM	adkim=s
   aspf	Alignment mode for SPF	aspf=r

   This can result in for example v=DMARC1;p=reject;pct=100;rua=mailto:postmaster@dmarcdomain.com (source)

9. Leave the default value for the TTL.
10. Click on the Save: button
    

This guide concerns the setup of the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

Access the application settings

To open the settings of the mobile app Infomaniak Mail on your device:

1. Tap at the top left of your inbox:
   
2. Click on the Settings icon ‍ at the top of the panel that opened:
   
3. You can manage the settings from the screen that appears:
   

a. Signature selection

If you have multiple email addresses linked to your account, tap on the email address for which you want to change the signature.
Then choose another signature from among those configured.

b. Application lock

This option allows you to protect the application using one of your device's lock methods, which allows you to stay logged into Infomaniak Mail with your user account but prevents access to Infomaniak Mail by a third party when the application is no longer among the open applications.

If your device has a fingerprint reader, you can use this method to activate the lock:

When reopening the application, authentication is required:

c. Notifications on the device

You can configure notifications for each of the email addresses linked in the application:

Also, refer to this other guide regarding mobile notifications.

d. Contact & calendar synchronization

For now, this synchronization is managed externally. Please refer to the assistant https://config.infomaniak.com/.

e. Conversion list density

The display mode can be compact, normal, or wide.

f. Theme

The theme allows you to choose a dark mode display or, conversely, a light display with black on white. This display can also be set based on the device's theme (thus allowing for any system setting that might change the display based on the time of day).

g. Accent color

The accent color is either blue or pink.

h. Swipe actions

Swipe actions allow you to define what operation Infomaniak Mail should perform if you swipe your finger across a message from right to left or from left to right:

The possible actions are:

• delete the message (it goes to the trash)
• archive the message (it goes into an archive folder)
• mark it as read or unread
• move the message (in this case, the folder list appears after a swipe)
• favorites (to activate tracking on the message)
• mark as spam
• quick action menu (also accessible from reading the message and offers to write a reply, perform a transfer, deletion, printing, etc.)

It is also possible to select "none" to avoid unwanted operations if your device is not suitable for scanning:

i. Message display mode

Choose between a threaded display of messages (conversation mode) or individual.

j. Display external content

Choose between automatic or on-demand display of external content (images...).

Application language

The language is based on the language of your device on which the Infomaniak Mail mobile app is installed and not on the language set on your user account.

This guide offers several solutions to quickly delete a large number of emails contained in an email address hosted by Infomaniak. Note that the size of your mailbox is not limited.

Delete emails in bulk…

… from the Infomaniak Web Mail app

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).

2. Display the maximum number of items loaded at once:

   

3. To empty the inbox, select all visible items on the screen and click on the Trash icon to send them to the trash:

   

   • Repeat this process on all pages.
4. Apart from the inbox, folders can be emptied in a few clicks:
   
   
    
   • Warning: Emails are deleted without going through the trash, as if you were deleting the folder itself — only a restoration can allow for possible recovery.

You can also delete the email address within a Mail Service, then recreate it. It will then be completely empty.

… from an IMAP email software/client

A solid solution is to configure the email address in an IMAP email client software, which will allow you to select all messages (without pagination) and thus make deletion easy and quick:

1. Install Thunderbird (or any other email application on your device).
2. Add your email address by entering its password.
3. Wait for the inbox to load.
4. Select all messages.
5. Click on Delete.
6. It is done, you can remove the application if you wish.

Special case: struck-through messages

To permanently delete any traced/strikethrough emails appearing in your software/email client or on Mail Infomaniak:

• Microsoft Outlook
  • go to the Edit menu -> Empty Deleted Items (in English, you should have a Purge menu)
• Apple Mail
  • go to the menu BAL -> Erase deleted items

They will then disappear from the Mail Infomaniak interface as well.

This guide explains how to manage errors of type Soft Bounce & Hard Bounce that can occur when sending emails, particularly when using the Newsletter Infomaniak.

Hard Bounce

A hard bounce is an email that cannot be delivered for permanent reasons.

• email sent to a fake address
• domain of the recipient's email which is not a real domain
• recipient's server that does not accept emails
• etc.

Example of the Infomaniak Newsletter tool after a send with 20% Hard Bounce:

Soft Bounce

A soft bounce is an error message indicating that the email has not been delivered to its recipient and corresponds to a presumably temporary routing problem: the email address is valid, and the sender can resend the email.

Several reasons can explain a soft bounce and therefore why the recipient's server temporarily rejects the email:

• the recipient's inbox is full: due to insufficient storage capacity, the recipient no longer receives messages
• an issue occurs with the recipient's mail server: the server is temporarily unavailable or down, or the user has inadvertently set filters that prevent the reception of certain messages
• when the content of the e-mail, including its attachments, is too large, the delivery issue occurs at the time of sending

Unless the recipient has permanently abandoned their inbox without deleting their account, a soft bounce is a temporary issue.