This guide explains how suspending the administrative management of a product to prevent any user of the Organization from using it within the Organization. Manager Infomaniak. On request, it is also possible to blocking a user of your Organizationwithout, however, deleting it.

Preamble

• By blocking the management of a product:
  • Only the directors and the legal guardian will be able to unblock it.
  • Users with limited rights (collaborators and customers) who have access to this product will no longer be able to manage it.
• An e-mail is sent to the users of the Organization.

Blocking a product

Prerequisites

• Being an administrator or legal guardian (users with limited rights (collaborators and customers) who have access to this product will not be able to do so).

To block or unblock certain products to the entire organization:

1. Click here in order to access product management on the Manager Infomaniak (Need help?).
2. Access the service you want to block.
3. Click on Manage on the dashboard of the product concerned.
4. Click on Block product management:
   

Suspend e-mails

One Mail Service may not be blocked as indicated above, but it can be maintained.

Prerequisites

• Being an administrator or legal guardian (users with limited rights (collaborators and customers) who have access to this product will not be able to do so).

In order to suspend email addresses:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click on Manage.
3. Click on Enable maintenance.
4. Confirm by clicking on the red button the suspension of the use of addresses (the reception is not interrupted but the consultation is impossible):
   

Blocking a user of the Organization

To quickly block a Organization's user, in the event of a security incident, contact Infomaniak support by authenticating (by support code e.g.) and justifying your request.

Thus, key critical services such as the Manager, the kDrive Web app and the Web Mail app will be inaccessible. Depending on the situation also take note of these links in order to block other services such as e-mail (IMAP/SMTP) or Web services.

In order not to block the user yourself but to give him a procedure to follow to secure his account, take note of this other guide.

This guide explains how to activate an out-of-office reply (automatic email message)out of officeon an email address managed with Infomaniak. You can thus inform your contacts that you are unable to respond to them immediately, because you are absent, on vacation, etc.

Preamble

• The automatic reply for absence can be activated from the Web app Mail Infomaniak (online service mail.infomaniak.com) and from the Manager where all addresses of a Mail Service are managed.
• You can activate or deactivate an already recorded message, but there cannot be multiple active responders on the same email address: activating one message deactivates another if necessary

Activate the out-of-office reply from the Mail app

Prerequisites

• Have permission to manage the responder: 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 manager of the Mail Service has revoked this right from their admin account.

To activate the out-of-office message:

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right.
3. Check or select the relevant email address from the dropdown menu on the left sidebar.
4. Click on Responder:
   
5. Enable the automatic message if necessary or read below.

Activating the out-of-office reply from the Infomaniak Manager

To activate the out-of-office message from the Manager:

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 in the table that appears.
4. Click on the Auto-reply and signatures tab.
5. Enable the automatic message if necessary or read below.

Compose the out-of-office message

To manage the message that should be automatically sent in response, click on Add:

then:

• A: enter a name for your responder (to distinguish it from other messages if you create several).
• B: specify if the automatic response should be provided on a recurring basis on specific days of the week.
• C: set an end date/time if the message should no longer be sent after a certain duration.
• D: set a start date/time if the message is planned in advance for a specific period in the future.
• E: write your out-of-office message.
• F: display advanced settings.
• G: specify an optional alternative email address to send your automatic out-of-office message from (the address must be verified beforehand).
• H: Enter specific email addresses (or @domain.xyz for an entire domain) to prevent them from receiving this out-of-office message.

Then click on the blue button at the bottom right to Add the message.

Once added, you can activate or deactivate it:

You can also edit a already recorded message by the pencil icon ✎ on the right.

How often is the automatic reply sent?

Your response is sent only once‍ to people who send you messages.

However, if the same sender emails you again 7 days after the previous one and if your automatic reply is still activated, an automatic response will be sent to them again to remind them that you do not have access to your inbox.

Be mindful that if you test your address, it is normal that it only works the first time. During subsequent tests, the auto-responder will no longer send the message when it detects that the message comes from an address that has already sent a message before. You will therefore need to conduct a new test from a different email address.

You can reset the 7-day counter by clicking on Reset when you edit your message:

Going further with templates

Custom templates can be applied as soon as a new email address is created on your Mail Service, for example, or in bulk to all addresses in your domain. Learn more

This guide explains how to copy the content of one or several existing email addresses from other providers to one or several email accounts managed by Infomaniak, using the import tool Infomaniak!

Preamble

• The entirety of the external mailbox will be imported.
• Once the import process has started, it can no longer be interrupted.
• A confirmation email is sent once the copy is complete.
• The removal of duplicates (in case of successive imports) is handled.
• It is also possible to copy the content already on an email address provided by Infomaniak (@ik.me for example).

Copy emails from another provider to Infomaniak

Prerequisites

• Order a Mail Service from Infomaniak.
• Create one or more addresses on this Mail Service.
• The email address whose content must be copied must have been used (or be compatible) with the IMAP protocol.
• The email address to which the content must be copied must be among the addresses attached to the Infomaniak Web Mail app (online service mail.infomaniak.com); if it is not listed, the drop-down menu (see point 9 below) will not offer this address.
  • This is not a prerequisite for batch import (detailed at the bottom of this guide).

Then, click on the link corresponding to the email provider to import:

• addresses @ Bluewin
• addresses @ Gmail (or address @ custom Google domain)
• addresses @ GMX
• addresses @ custom domain Microsoft 365
• addresses @ custom domain Swisscom
• addresses @ Yahoo

Guide for any other email provider such as Gandi, Hotmail, Hostinger, Sunrise, etc:

1. Click here to access the Infomaniak import tool (online service https://import-email.infomaniak.com).
   
2. Log in if necessary to your Infomaniak account on the Organization of your choice (the import will be made to an email address attached to the Infomaniak Mail interface of the account you are using).
3. Click on the single import.
4. Fill in the left field with your starting email address (whose content is to be copied).
5. Fill in the right field with the password of the same email address.
6. Modify the Advanced Settings if necessary to specify an IMAP server address.
7. Click on Confirm:
   
8. If necessary, enter a second email address to be imported at the same time.
9. Choose which email address to **import** the emails to; the dropdown list shows the email addresses currently linked to your **Infomaniak Mail** interface of the Infomaniak account you are logged in with (read the prerequisites above)
   
10. After selecting the desired destination address from the list, click the blue Import emails button.
11. The copy starts and continues in the background, you can close the window that appears, a confirmation email will be automatically sent to all email addresses concerned by the operation once the import is complete, indicating the number of messages copied.

Batch import email content

To import the content of several email addresses (maximum 25 at a time) — except for Google addresses due to its authentication method.:

1. Click here to access the bulk import tool (online service https://import-email.infomaniak.com).
2. Select Import multiple email addresses from a CSV file (format .csv) :
   
3. Download the example CSV template to create one with the correct information needed for the copy.
4. Upload the file using the Select a CSV file button.
5. Once the file is uploaded to the tool's page, select Import email.
6. Wait while the content of the addresses is being copied (a confirmation email is sent once the copy is complete).

This guide explains how to switch, in an email software/client, from a POP configuration to an IMAP configuration for the same email account. Indeed, for many reasons, it is strongly recommended to use the IMAP protocol instead of POP.

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 to the IMAP protocol directly on the account. Indeed, the most common email software does not allow modifying an existing POP3 account and setting it to IMAP instead.

The solution is therefore to add the same email account but with the IMAP protocol in your email software/client and then to move your messages and folders from the POP account (on your computer) to the IMAP account (on the mail server).

… with Microsoft Outlook

Some versions of Outlook, such as 2016, prevent the simple addition of a second account with the same name (identical email address).

To work around this, you need to add the account from the Profiles:

And from there you will be able to add the additional account, in IMAP:

1. Set up the new email account with the IMAP protocol (the same account as the one configured in POP but this time in IMAP):
   
2. Move one folder at a time by dragging them to the inbox of the new account configured in IMAP:
   
3. Wait while the items are being transferred (this may take a long time depending on the volume to be transferred to the server); the activity is indicated at the bottom of the window:
   
   

If your POP account kept a copy of messages on the server (a discouraged option found in Outlook's advanced settings), you risk having duplicate messages.

… with Apple Mail

Deleting the email account configured with POP will delete the messages it contains. It is therefore recommended to disable the POP account instead of deleting it!

Once the POP account is disabled, refer to this other guide to configure your email address in Apple Mail, using IMAP.

Once you have finished, all you will have to do is drag the messages present in your POP account tree to the tree of the new IMAP account.

This guide explains the behavior of the messaging system when a redirection is enabled on an email address managed with Infomaniak, and the target is a Gmail address.

Message not displayed on Gmail

If you send an email…

• … from ‍abc@gmail.com …
• … to xyz@domain.xyz (a domain you have with Infomaniak)…

… and that this email address xyz@domain.xyz at Infomaniak has an automatic redirection…

• … to abc@gmail.com …

… then abc@gmail.com will never display your email as a new message in the inbox. Nothing will happen on Gmail.

Why?

The issue is not that the redirection does not work: it is rather a peculiarity of Gmail: an email from Gmail to an email address at Infomaniak redirected to the same Gmail address as the sender's, will cause a problem on Gmail's end, in the way it handles the mail.

Your message will never arrive (because, for it, it is already in the box, in the sent items). In this case, you need to delete the redirection of emails.

This guide explains how to change the password of an email address within a Mail Service.

Preamble

• If you cannot log in to the Manager, you will not be able to change the password of one of the addresses of a Mail Service. Refer to this other guide in this case.
• If the email address is linked to the Infomaniak Web app Mail, you can also apply a new password from mail.infomaniak.com.
• 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).
  • If the email address is linked to the Web app Mail Infomaniak, you will need to enter the new password upon first connection

Change the password from Service Mail

To change the password of an email address from an Infomaniak 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:
   
4. Click on Modify (in the Password section of the General tab)
   
5. Choose:
   1. to send a password reset procedure to the email user
   2. or below: Change the password directly
6. Follow the procedure then enter or manually generate a password (even if the field is already filled due to the browser's memory / autofill settings):
   
   

This guide explains how to connect the mobile app Apple Mail on iOS to an email address hosted by Infomaniak.

Introduction

• The 3 update methods offered by Apple Mail are:
  • Push
  • Fetch
  • Manual
• The Push method will not be available when you set up an address outside of iCloud! To avoid this:
  • It is recommended to configure your iOS device automatically using .mobileconfig configuration profiles compatible with Apple, or use the Infomaniak Mail app (iOS) to benefit from a Push type update method.
• Infomaniak mail is compatible with any application supporting IMAP/SMTP.
  • For additional help contact the support of the software used or a Partner — also discover the role of the host.

Manually add the email address to the application

Prerequisites

• Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
• Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
• Check on Service Mail that the automatic diagnostic is correct.
• Have added the email address in question to Mail Infomaniak to use the synchronization assistant and for the Apple profile to work on your devices.

To configure the mail application:

1. Open the application.
2. Click on Other account:
   
3. ‍Enter the information such as the email address to attach as well as its password.
4. Click on Next:
   
5. The application indicates that some fields are optional but they are not at all:
   
6. Check and complete the missing information.
7. Click on Next:
   
8. There you go, your email address is now configured in the application:
   

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP Port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• Port SMTP = 465 (with SSL)
• Username = the full and complete email address ( ? )
• Password = the one assigned to the email address you want to check ( ? )
• Authentication required for sending emails:
  • It activates in the SMTP settings of your application.
  • Check "use the same parameters as the incoming server" or, depending on the software/email clients, enter a username (= full & complete email address) and its password.

Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.

In case of trouble

There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:

• Check out the solutions provided in this other guide regarding email in general.
• Delete any Apple configuration profiles linked to your Infomaniak email before restarting the setup.

And if your Apple Mail no longer works for sending (e.g., SMTP server disconnected or missing) or since a password change, refer to this other guide.

This guide explains how to use the Gmail mobile app (application for iOS/Android smartphone or tablet) and the Gmail web app (online service gmail.com) to access an email address hosted by Infomaniak.

Preamble

• It is recommended to use the app Infomaniak Mail to benefit from Infomaniak's security advantages.
• The Infomaniak mail service is compatible with any application supporting IMAP/SMTP.
  • For additional help contact the support of the software used or a Partner — also discover the role of the host.

Using the Gmail mobile app

Prerequisites

• Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
• Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

To add the email address managed by Infomaniak to your Gmail mobile app using IMAP (official guide):

1. Go to the Settings of Gmail.
2. Tap on Add account.
3. Choose Other.
4. Enter the email address you want to use.
5. Select the account type IMAP.
6. Enter the password for the email address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (reception):
     
   • Outgoing SMTP server (sending):
     
8. Finish adding the address.

Import your Infomaniak emails into Gmail

Here is an alternative solution for which the following configuration needs to be set up once on gmail.com from a computer. Thus, the emails that arrive at your Infomaniak email address will be retrieved gradually on Gmail via the POP3 protocol.

1. Refer to this Google guide starting from “Step 2: Add another email account”.
2. Use these connection details:
   1. POP server name = mail.infomaniak.com
   2. port = 995 (check the box SSL Connection)

Send "Infomaniak" emails from Gmail

It is also possible to configure the gmail.com web app to send emails from an email address hosted by Infomaniak from the Google interface:

1. Refer to this Google guide.
2. Uncheck the box Treat as an alias.
3. Use these connection details:
   1. SMTP server name = mail.infomaniak.com
   2. port = 465 (check the box Secure SSL connection (recommended))

Modify your configuration

If necessary (following point 2 above):

This guide explains how to create an alias, that is, a variant of your usual email address without having to add a new address to your existing Mail Service.

Preamble

• The number of aliases per email address is limited to 50.
• To modify what comes after the at sign @, use alias domains.
• An alternative feature is presented here.

How an alias works

It is possible to create alternative versions of your email addresses by modifying what comes before the at sign @.

For example:

• john-peter.smith@domain.xyz is a long email address…

It can be shortened and used as follows:

• jps@domain.xyz

In this example, you must therefore create an alias "jps" on the address "john-peter.smith".

Then if someone writes to jps@domain.xyz, their message will arrive in the inbox of the main address (john-peter.smith@domain.xyz).

If someone sends an email to john-peter.smith@domain.xyz AND jps@domain.xyz in copy (CC), their message will arrive twice in the inbox of the main address (john-peter.smith@domain.xyz).

Add an alias from the Infomaniak Web Mail app

Prerequisites

• Have permission to manage aliases: if you had been invited to the Web Mail Infomaniak app (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.

Next, to add an alias:

1. Click here to access the Web Mail Infomaniak app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍‍ at the top right.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on Alias 
   
5. Click on Add an alias to create a variant of your email address
6. Click on Add

Add an alias from the Mail Service

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 side menu on Redirection and Alias.
5. Click on the blue button Add an alias:
   
6. Enter the desired alias (what comes before the at sign @).
7. Click on Validate to save the changes.

This guide explains how to delete folders that appear grayed out on the Web Mail Infomaniak app (online service mail.infomaniak.com) or in certain email software/clients like Apple Mail, Mozilla Thunderbird or Microsoft Outlook.

Ghost folders

Some email clients like Microsoft Outlook allow you to create subfolders of non-existent folders. For example, it is possible to create the folder /abc/klm/xyz even though the folder "klm‍" does not exist.

On Mail Infomaniak or in other email software/clients, ghost folders like the folder "klm" in this example appear greyed out and cannot be deleted directly.

To delete these ghost folders, it is necessary to delete their subfolders first (in this example: xyz).

Stubborn folders

If, when consulting your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted because they reappear instantly, here is a procedure recommended by Microsoft to resolve this issue:

Reset the IMAP cache

To do this:

• Close Outlook.
• Access the folder where your Outlook data files are stored: C:\Users\[Your Username]\AppData\Local\Microsoft\Outlook.
• Find the .ost file associated with your IMAP account (e.g. Infomaniak) and delete it (the file will be automatically recreated when Outlook is reopened).
• Reopen Outlook and let it resynchronize your emails and folders.

Search for hidden folders in Outlook

To do this:

• In Outlook, go to the "Folder" tab and select "IMAP Folders".
• Click on "Request" and search for the ghost folder.
• If you find the folder, try to unsubscribe from it, then delete it.

Use the MFCMAPI tool

MFCMAPI is a tool that allows you to manage mailboxes at a low level and delete stubborn folders:

• Download MFCMAPI from the official site (choose the x86 or x64 version according to your system).
• Run MFCMAPI and go to Session > Logon. Select your Outlook profile.
• In the MFCMAPI window, expand the mailbox associated with your IMAP account and locate the ghost folder.
• Right-click on the folder and select "Delete folder". Choose "Hard Deletion" for permanent deletion.

Check the properties of the folder in Outlook

To do this:

• Right-click on the ghost folder in Outlook, then select "Properties".
• Check if there are any unusual settings. Reset or modify the settings if necessary, then try deleting the folder again.

Recreate the Outlook profile

If the previous steps fail, recreating your Outlook profile can be an effective solution:

• Back up your important data before proceeding.
• Go to Control Panel > Mail > Show Profiles > Add.
• Follow the instructions to set up a new email account.
• Set this new profile as the default profile and open Outlook.
• Check if the ghost folder persists after creating the new profile.

By following these steps, you should be able to resolve the issue of ghost folders in Outlook IMAP.