This guide explains how to transfer an Infomaniak product from one Organization to another.

Preamble

• You can move almost all products subscribed with Infomaniak to a different Infomaniak Manager interface than the one on which the product is currently located; this is therefore an internal transfer.
• If your user has access to several Organizations it is even easier to send to one of them the product of your choice.
• This operation does not cause any interruption.
• The users currently having access to the selected products will not be transferred (and therefore may no longer have access to the products).
• The invoices for the selected products will not be transferred.
• kSuite cannot be transferred.

Generate a transfer link

Prerequisites

• Be Administrator or Legal Representative‍ within the Organization.

To transfer a product:

1. Click here to access product transfer management on the Manager Infomaniak (need help?).
2. Click on the Transfer products button:
   
3. Check the product(s) to be moved.
4. Read and accept the general terms.
5. Click on the Transfer button.

The transfer has started. Now, you have a choice:

1. Copy the transfer link.
2. Send it to the email address of your choice.
3. Complete the transfer by selecting one of the Organizations to which your user is attached, and the selected product will be transferred there:
   

Alternative method

In the case of a one-time transfer, you can also go directly to the dashboard of the product in question and click on Manage (example in the image below). However, since this menu is not always present, it is better to prioritize the first method above, which also allows for batch transfer:

Refer to this other guide regarding Jelastic Cloud.

Receive the product

Once a transfer has started:

1. Click here to access the Organization that must receive the product(s) (the user must have administrative rights).
2. Run the link obtained in the first step above.
3. If necessary, select the destination Organization using the drop-down menu.
4. Read and accept the General Terms.
5. Click on the button Receive the product (if the button is not clickable, make sure you have selected the Organization).

Find an ongoing transfer at any time from the bottom icon on the left sidebar of the Manager Infomaniak:

This guide helps you find solutions if you send an email from an address hosted by Infomaniak and the message ends up in the Spam folder (junk mail) of your recipient.

Using email effectively

Infomaniak stands out among the leading providers in the market thanks to enhanced systems ensuring the security and good deliverability of emails. As long as the basic rules are also respected on your side, there is little risk of seeing your message end up in the recipient's junk mail. To do this:

1. Use a valid email address

Ensure that your email address and its domain are correct and valid; check the security parameters of your domain. If you correct a parameter, wait 24 hours before trying to send again.

2. Avoid suspicious content

Whether in the subject line or the body of the email, avoid using words or phrases often associated with spam, generic messages, overly complex layouts, and unsafe or poorly formatted internet links. Personalizing an email by using the recipient's name enhances the legitimacy of your messages.

Sending suspicious attachments or large files can lead to the Spam folder; use SwissTransfer for example.

3. Test sending from the Infomaniak Web Mail app

If you send your messages from an email software/client, try using the Web app **Mail** Infomaniak (online service mail.infomaniak.com) to compare the results and more precisely identify the source of the spam issue.

4. Reputation of the custom domain

If you send emails from an address @domain.xyz and for some reason this domain has recently acquired a " bad reputation", your email will be impacted and may be considered Spam by different providers. You need to address the reasons that led to the depreciation of your domain name.

5. Obtain consent

Make sure you know the person you are writing to or at least send to a user likely to expect your message so that they do not mark it as Spam. For grouped and/or regular sends, voluntary subscriptions reduce the risks of being classified as spam; also consider the Newsletter Infomaniak solution.

6. Optimize the sending frequency

An excessive volume of emails sent to multiple recipients of the same provider may be considered spam. Respect a reasonable frequency when sending your emails.

7. Get added to Infomaniak's whitelist

If you regularly send emails to a recipient also hosted by Infomaniak, and your messages are suddenly considered Spam, your contact can add your email address to the whitelist to allow your mail to reach their normal inbox. However, it is important to pay attention to the reasons that led your messages to spam, as not everyone will be able to whitelist your address.

This guide will help you resolve an issue if you received, after sending an email, a message with the failure reason "Spam Message Rejected" or "5.7.0 AV: Message is rejected by headers rule filter.. 554 Please check the message and try again"...

Must be checked absolutely

Check that your email did not contain:

• words or phrases that are often associated with spam, as it could be identified as an unwanted message and rejected
• any unusual indication in the signature, a incorrectly formatted link (http//.domain.xyz for example), etc.
• an attachment with one of these forbidden extensions: .exe, .com, .cmd, .cpl, .hta, .scf, .sct, .lnk, .bat, .js, .jse, .wsh, .ws, .wsf, .wsc, .vbe, .vb, .vbs, .shs, .pif, .scr ... including inside a compressed file (.zip for example)

To send a file (e.g., js or exe) and confirm it is virus-free, store it on your hosting space and create a link to it (if the file is large and you are sending it from the Web Mail Infomaniak app (online service mail.infomaniak.com), it will be placed on a temporary server allowing it to be sent to your recipient, who will receive a download link in this case) or via Swisstransfer.com.

Also check your SPF record. If your domain does not have an SPF record or if this record is incorrect, it will very likely cause your message to be rejected.

If you believe you have received a "Spam Message Rejected" message without reason, contact Infomaniak support.

This guide explains how to obtain your email address(es) from the Swiss host Infomaniak.

Preamble

• Except for certain free offers, an email address at Infomaniak is always created within a Mail Service, and this Mail Service revolves around a personalized domain name that must exist and be configured for the email to work.
• Example: you want the address jean.dupont@domain.xyz then you need to:
  1. Own the domain name “domain.xyz”.
  2. Get a Mail Service “domain.xyz”.
  3. Create the email address “jean.dupont”.
• All of this is offered and requested during the ordering process on infomaniak.com (read below), preceded by the creation of a mandatory user account (for which you will need to provide your personal email address, or an address that already exists in all cases).
• If the corresponding domain name is already registered with an external registrar, you will need to enter the correct MX record in the DNS zone if necessary.

Order email addresses at Infomaniak

Before or after your registration:

• Click here to choose the offer that suits you and follow the process to start using the email services.
• Once the Mail Service is ordered, you will be able to create email addresses and associated passwords.

Add an additional Mail Service

To add a new Mail Service (to get new addresses on another domain):

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the shopping cart icon above the displayed table:
   

Increase the number of available email addresses on an existing Service Mail

To increase the quota of available addresses if necessary, refer to this other guide.

Once the Mail Service is activated

• Create your email addresses.

• Set up your emails on your computer and devices.

• Sync your contacts & calendars on your devices.

• Retrieve the content (including that from another provider).

This guide helps you if you receive error emails mentioning SPF when you write to gmail or similar addresses.

Are all your services with Infomaniak?

The Global Security tool informs you of any configuration inconsistency regarding your Infomaniak Mail Service.

Some of your services are elsewhere?

To resolve an email sending issue when your email is managed by Infomaniak and your website is with another provider (like Wix for example) and in this situation the DNS zone of the domain name is managed elsewhere, refer to this other guide.

This guide explains how to create email addresses in bulk instead of adding them one by one within a Service Mail Infomaniak.

Preamble

• To ensure responsible use of the services, a limit of creating a maximum of 50 email addresses per 24-hour period has been established.
• Contact Infomaniak support to lift this restriction.

Create new email addresses in bulk

Prerequisites

• Have a tool that allows you to manage CSV files (format .csv) (such as the Calc spreadsheet from OpenOffice, for example).
• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available addresses or adjust it in advance if necessary.

Get the example CSV file

The import process uses a CSV file (format .csv) which, once completed, can be imported to add the addresses to your Service Mail all at once.

To download the CSV file to configure the creation of addresses:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the dropdown arrow ‍ to the right of the blue address creation button.
3. Click on Create multiple email addresses
   
4. Download the proposed template (CSV file in .csv format):
   

Complete the CSV file

The CSV file contains…

1. … a first row with the column title (leave it) indicating what to write in the cells
2. … two lines containing an example (replace these examples):
   

• The first column (A) must contain the desired email address (only the part before the at sign @).
• The second column (B) must contain the password that will be used for the address on the same line (the password must be secure enough for the file import to be accepted).
• The third and fourth columns are optional (you can leave them completely empty) unless you want the address that will be created on Infomaniak to be redirected to another, and in this case:
  • (C): enter the complete destination email address.
  • (D): enter 0 to keep emails after redirection or 1 to delete them.

Import the CSV file

To start importing your CSV file:

1. Once the .csv file is completed, save it in the same format as the provided template.
2. Click on the dropdown arrow ‍ to the right of the blue address creation button.
3. Click on Create multiple email addresses.
4. Click on Select a CSV file.
5. Browse your hard drive and select your CSV file.
6. Click on Continue, after a few minutes the email addresses will be added according to the instructions in the imported file:
    
   

This guide explains how…

• … activate incoming mail filtering
• … automatically sort promotional messages
• … report certain fraudulent messages

… to reduce unwanted or excessive messages on an email address managed by Infomaniak.

Solutions to exclude, sort, and filter incoming emails

Automatic filtering methods

• Refer to this guide to use the folder by activating the spam filter (it can be deactivated).
• Refer to this guide to use the and folders by activating the advertising & social networks filter.

Manual methods

• Refer to this guide to report an incoming message that was not detected as spam (advertisement / unsolicited contact).
• Refer to this guide to report an incoming message that was not detected as phishing (fraud / deceptive fake email).
• Refer to this guide to block or allow specific email addresses or even entire domains.
• Refer to this guide to define your own sorting and classification filters ('Sieve language') for incoming mail…
  • … this will allow you to filter messages sent to a temporary alias that you can create to protect yourself when registering on the Internet, for example.

If you are facing a wave of spam or unusual messages, refer to this other guide to perform some checks.

If your own sent messages are often mistakenly classified as spam, refer to this guide to perform some checks.

This guide helps you solve various issues related to the implementation and use of a DMARC policy with your email.

Refer to this other guide if you encounter a DMARC issue specifically when using Google services.

DMARC error or rejection...

...during a redirection even though the initial destination address was able to receive the email (SPF error)

Email redirection without SRS causing an SPF error

Let's say you have set up an email redirection from your email address "user@example2.com" to your new address "user@yourdomain3.com", without using SRS. When someone sends an email to "user@example2.com", it is automatically redirected to "user@yourdomain3.com". Example:

• sender: john.doe@gmahoo1.com
• initial recipient: user@example2.com
• final destination: user@yourdomain3.com (SPF error)

In schematic termsWhen John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com". However, the mail server of "yourdomain3.com" still sees the email as coming from "john.doe@gmahoo1.com".

In detailWhen John sends an email to "user@example2.com", the email is redirected to user@yourdomain3.com" that is to say that the envelope sender address will remain john.doe@gmahoo1.com but the envelope recipient address will be changed to user@yourdomain3.com.

This will generate an SPF error, because the SPF of the gmahoo1.com domain does not authorize the IP addresses of the example2.com SMTP servers to send emails for its domain.

This SPF error will cause the DMARC rejection.

If you want the redirection to work without error, it is necessary for the provider of the email address that is redirecting to perform the redirections with SRS.

How does email redirection work at Infomaniak?

When you receive an email on an Infomaniak address and it is redirected to another email address, the sender's email address is rewritten to reflect the redirection. Thus, the recipient's mail server sees the email as coming from your own domain.

In summary, the use of SRS in email redirection helps maintain the integrity and security of emails while ensuring that authentication mechanisms such as SPF and DKIM remain valid.

...related to an incorrect DNS entry

Malformed DMARC Record: if the DMARC record is not correctly formatted, this can cause errors. Make sure that the tags and values are correctly specified.

Invalid DMARC Policy: errors may occur if the specified DMARC policy is not correct. The possible values for the policy are "none", "quarantine" and "reject". An incorrect value can cause issues.

Multiple DMARC entries: having more than one DMARC entry in the DNS zone is considered an error.

If you have multiple DMARC records, mail servers may interpret this differently, which can lead to unpredictable behavior. Fix this by consolidating your DMARC settings into a single entry.

Check your current DMARC entry using dedicated tools like those below:

• https://dmarcadvisor.com/dmarc-check
• https://mxtoolbox.com/dmarc.aspx

...related to a send that does not comply with SPF and/or DKIM

A DMARC error or rejection related to SPF or DKIM can occur if the SPF or DKIM authentication mechanisms are not correctly configured or if they are not aligned with the domain's DMARC policy.

This can for example happen if you send an email from your Infomaniak email address using another provider's SMTP server. To resolve this issue:

• Check the overall security of the Mail Service.

I send an email from my Infomaniak address and I receive an error email of type "Reject DMARC

To resolve this issue:

• Check the overall security of the Mail Service.
• Perform a send test from the Webmail mail.infomaniak.com and/or check the server settings of the email software/client.

I send an email from an external email address (Microsoft, Google, Yahoo, Orange, …) and Infomaniak rejects my email with a DMARC error

To resolve this issue:

• Check with the sender's email provider to ensure that emails are sent according to their configuration recommendations and, if necessary, contact the sender's email provider for more information.

I want to receive an email at my Infomaniak address but the sender informs me that they receive a DMARC error when sending to my address

To resolve this issue:

• In this case, the email was blocked due to a violation of the DMARC policy that the sender has implemented on their domain; it is necessary for the sender to contact their email provider or the administrator of their service to inform them of the situation.

This guide explains how to restore backups of previous versions of your files and other web data from your Infomaniak hosting, and how to implement an effective backup policy if the backups automatically and freely provided no longer meet your availability or security needs.

Web Hosting (Starter, Shared, Cloud Server)

Check out 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),
• the SSH crons of Serveur Cloud.

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

Domains / DNS Zones

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

This guide presents the main features of a Infomaniak Service Mail. Discover the administration interface for your email addresses created and hosted with Infomaniak.

Access the Mail Service

To access the Service Mail:

1. Click here to access the management of your product on the Infomaniak Manager (need help?):
   1. Order a new Service Mail (to obtain email addresses on a new domain name for example).
   2. Search among your Service Mail.
   3. Table sorting and presentation options.
   4. The name of your Service Mail (note that it can be renamed (see point H) to facilitate its organization but the associated domain and visible on hover (see point F) will remain the same).
   5. The number of email addresses created and available (here the quota is 1 and no address has been created).
   6. The domain(s) associated with your Service Mail; refer to this other guide to change the domain name of your Service Mail.
   7. Label(s)/Tags if any.
   8. Action menu allowing to rename the Service Mail or to modify the offer.

Access the email addresses

To access the email addresses contained in this Service Mail:

1. Click directly on the name of the **Service Mail** concerned in the table (see image above).
2. You arrive on this type of page:
   
   1. Breadcrumb and Service Mail denomination (possibly renamed as in this example).
   2. Service Mail management menu, allows actions that point M of the previous table does not allow.
   3. Create additional email addresses (or order them first if the quota is not sufficient).
   4. Current quota (you can modify it).
   5. Download the list of addresses in a CSV file (format .csv).
   6. Search among the email addresses of the Service Mail (unlike the search bar above which allows searching among all the products of the organization).
   7. Filter the display according to different criteria including the connection dates of the users (cf point H).
   8. Display in the table the last connection of a user to the Mail Infomaniak interface to which the email address in question is attached.
   9. Table presentation options.
   10. In front of each email address is a small square that can be clicked and allows selecting several addresses at the same time in order to perform actions (proposed at the bottom of the page as soon as the selection is made - cf point N).
   11. The user(s) of the Mail Infomaniak interface having attached the email address in question.
   12. By clicking on the icons, it is possible to access the options; if the icon is grayed out or absent, this indicates that the option in question is not activated.
   13. Actions on the email address.
   14. Bulk actions on the email addresses selected in the table (cf point J).
   15. Global configuration (concerns the entire Service Mail in question) for example to apply a signature or antispam to the entire Service Mail.
   16. Actions on the domain(s) linked to the Service Mail.
   17. Global security to perform a technical diagnosis.

Access the details and settings of an email address

To access the settings and information related to the email address (storage, password, etc.) and to the users of the Mail app (therefore outside of IMAP use) who use the email address:

1. Click directly on the email address concerned in the table (see image above).
2. You arrive on this type of page:
   
3. Click on the different tabs at the top of the page to set the various settings for your email address.