This guide explains how to connect the desktop app Apple Mail (desktop application on macOS) to an email address hosted by Infomaniak.

Preamble

• It is recommended to configure your macOS computer automatically using .mobileconfig configuration profiles compatible with Apple.
• ⚠️ All the services offered by Infomaniak are compatible with the corresponding standard protocols (notably IMAP/SMTP for email, WebDAV for sharing, S3/Swift for storage, etc.).
• Therefore, if you encounter a problem with third-party software, contact its publisher or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.

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 (do not confuse it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis 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. Click on Continue:
   
4. Enter the account name.
5. Enter the email address to attach.
6. Enter the email password.
7. Click on the blue Log in button:
   
8. Check and complete the missing information.
9. Click on the Log in button:
   
    
10. 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
• SMTP port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to check ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.

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

In case of a problem

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:

• Learn about 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 since a change of mail password, check out this other guide.

This guide explains how, after purchasing a domain name from Infomaniak, you can get for free a Mail Service + Web Hosting.

Preamble

• For each domain name registered or transferred to Infomaniak, you can benefit from the following for free:
  1. an email address that gives you access to the Mail Infomaniak app
  2. and a 10 MB Web space for a basic page.
• It is also possible to have a free Mail Service while having a paid Web offer, or vice versa.
• Instead of a Starter type Mail Service, it is recommended to order a kSuite (for example, the Standard 1 user offer which is free).

Activate the Starter Mail + Web Offer

Prerequisites

• Own a domain name with Infomaniak (a DNS zone is not sufficient).
  • If necessary, order or transfer a domain.
• Depending on the desired type (Mail or Web), do not have a corresponding product already associated with the domain name and this in any existing Infomaniak Organization.

To order a Starter Mail Service and Starter Web Hosting included with each domain:

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 the Connect a service button:
   
4. Click on Create an email address:
   
5. Click on the search field then on Order a Mail Service:
   
6. Click to select the free email address on the Infomaniak Shop (as below) and click on the Next button at the bottom right to advance the order:
   
7. Click to select the basic Web page on the Infomaniak Shop (as below) and click on the Next button at the bottom right to advance the order:
   
    
8. Finalize the order:
   ‍
9. Go back to your Infomaniak Manager to discover and use your new products.

Use your Starter products

• Create the desired email address on your Starter Mail Service.
• To use the 10 MB Web space and create a basic Web page on your Starter Web Hosting, use:
  • the page editor
  • or the FTP file manager to manage your HTML pages
  • or any FTP software/client with the classic FTP protocol

Upgrade a Starter offer

• Modify a Mail offer (click here).
• Modify a Web offer (click here).

If you have a problem with a Starter hosting

A Starter type Web hosting does not offer IPv6. Be careful with AAAA records in the DNS zone of the domain name concerned which can in particular prevent you from activating SSL; also refer to this other guide.

This guide explains how to convert a free Mail Starter offer to a more complete and enhanced paid offer.

Preamble

• By purchasing a domain name from Infomaniak, you get 1 free email address and a basic Web space of 10 Mo. This is the Starter offer.
• With just a few clicks, you can upgrade these offers to unlock the limits and enjoy an enhanced experience.
• To help you identify the most suitable Mail offer for your needs, refer to this other guide.

Modify the Starter Offer - Free Mail Service

To upgrade the Starter offer:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the relevant item.
3. Click on Modify the offer:
    
   
    
4. Adjust the number of email addresses to add to the Mail Service using the order assistant, pay to complete the offer change.

This guide explains how to change the location of certain folders present in the directory structure of your email address.

Preamble

• The directory structure of a classic mailbox can contain certain special folders such as, for example, the one that stores emails…
  • … once they have been sent (= "Sent messages" or "Sent messages").
  • … for a few days before their final deletion (= "Trash" or "Recycle Bin").
• Everything is already configured so that by default it is synchronized between the different messaging interfaces around the globe.
• If you wish to make adjustments for various reasons, sometimes linguistic, then refer to the guide below to modify these special folders:
  • drafts
  • sent messages
  • recycle bin
  • archives
• This notably allows you to customize the synchronization of these folders with IMAP clients such as Outlook, Mail iOS, Thunderbird, Spark, etc.
• Note that this does not change the email retention period for emails placed in some of these special folders.

Access from the Infomaniak Web Mail app

Prerequisites

• Have a valid access to the Web Mail Infomaniak app (online service mail.infomaniak.com) to which the email address is attached.
• Permission to modify special folders: if you had been invited to Mail to manage your address, it is possible that the Mail Service manager has removed this right from their admin account.

To modify these special folders:

1. Click here to access the Infomaniak Mail Web app (online service mail.infomaniak.com).
2. Click on the Settings icon in the top right corner.
3. Check or select the email address concerned in the drop-down menu of the left sidebar.
4. Click on Folders:
   

Access from the Mail Service

To access this option 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 email address concerned in the table that appears.
4. Click on the Folders tab:
   

Configure special folders

Select the folders you want to store your drafts, archives, sent messages, and trash by default by clicking on the area to the right of each item:

This will display the list of folders already present in the hierarchy of your mailbox (if necessary, create the desired folder in advance from Mail or an IMAP software).

To modify the default folders for spam and advertising messages & social network notifications, you need to do it directly from the Spam Filter and Advertising Filter sections.

Alternative solutions for…

Some software/email clients also allow you to modify the location of special folders. Refer to the official documentation of your application if needed. The following links are provided for informational purposes:

… Mozilla Thunderbird

Refer to this other official guide if you are looking for information on assigning specific folders (such as Trash, Drafts, Sent Mail) to the IMAP account and synchronizing them with Infomaniak.

… Microsoft Outlook 2013

Refer to this other guide if you are looking for information on how the use of the IMAP protocol in the application can lead to a configuration where messages are stored only locally and not synchronized with the server, which contradicts the main objective of IMAP to maintain consistency across devices.

… Microsoft Outlook 2021

Refer to this other guide if you are looking for information on how to save sent emails in the “Sent” folder rather than “Sent Items” in the application.

… Apple iOS

Refer to this other guide if you are looking for information on how to configure the sent, draft, and deleted mail folders on an iPhone to be synchronized with the mail server, by accessing the advanced settings of the Mail app and selecting the corresponding folders on the IMAP server.

This guide explains how to modify an email address within a Mail Service in case you want to edit, for example, the spelling of the part coming before the at sign @ of your email address (= the prefix).

Preamble

• This can be useful for addresses in the “first.last” format in case of a change of last name (for example, marriage) or simply a change in spelling.
• To modify the part of your email address that comes after the at sign @, refer to this other guide.

Change the prefix of an email address

To change from an email address in the form adresse1@domain.xyz …

… to a renamed address adresse2@domain.xyz…

… and given that it is not possible to simply change the spelling of an email address, you need to…

1. … or create a mail alias
   • then, if you are using a software/mail client, reconfigure your mail settings
   • and optionally in Mail modify the sending address in the Signature section
2. … or create a second email address with the new format
   • then move the messages from one to the other.

This guide explains how to connect the native Android mail application to an email address hosted at Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail alone, or existing within a kSuite).
• Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

Manually add the email address to the application

To set up the mail application:

1. Open the native mail application on your device.
2. Click on Add an account.
3. Select Other as the address type.
4. Enter your email address.
5. Select the type Personal IMAP.
6. Check and complete the missing information.
7. Complete the procedure.
8. There you go, your email address is now set up in your device's application.

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email client, 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 issues:

• Check out the solutions provided in this other guide regarding email in general
• … and if your application no longer works for sending (e.g., SMTP server disconnected or absent) or since a password change, refer to this other guide.

This guide details the "bogus HELO" email error to help you avoid it.

When and why does this error occur?

To put it simply, the SMTP protocol (used for sending emails) involves several phases, the first of which requires the sender to announce their identity using a command called HELO, which must be followed by a valid address.

If you receive errors mentioning bogus HELO, it is because parameters (used by the person trying to write to you or by the software you are trying to use) are not compliant with the RFC (section 4.1.1.1). This prevents the spread of viruses and spam.

Infomaniak, for example, rejects any message coming from a mail server that would be named "server" instead of having a full name like "server.domain.xyz" (= FQDN, "Fully Qualified Domain Name" or "fully qualified hostname"). An IP address cannot simply define the server either. Examples of rejection:

The remote mail server has not been configured with a valid FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO 127.0.0.1 

or the mail server is not configured to use a proper FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO [127.0.0.1] 

or the mail server is not configured to use a proper FQDN:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO localhost 

or the mail server returns a host that is not in canonical form (FQDN):

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO www 

or it is on a list of banned HELOs at Infomaniak:

220 mta-gw1.infomaniak.ch ESMTP Infomaniak Network Mail Servers;HELO fakedomain.xyz

This will always result in an error:

250 mta-gw1.infomaniak.ch Hello, pleased to meet you
MAIL FROM: user123@infomaniak.ch
250 2.1.0 user123@infomaniak.ch... Sender ok
RCPT TO: user123@infomaniak.ch
550 5.7.1 user123@infomaniak.ch... Access denied - bogus HELO [1] …

Check the configuration of your mail server to ensure it uses a correct HELO parameter when establishing the SMTP connection.

This guide explains how the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet) works when you first open it after installation and during subsequent logins.

Start the setup assistant

When you first open the app, a step-by-step assistant offers to choose the theme (pink or blue accent color) that you can also modify later. It also shows you the main ergonomic features available with the app (long press, swipe).

In the last step you can…

• … create an account that is to say get a new free email address…
• … or simply log in with your usual credentials (your email address to log in to Infomaniak).

Multiple email addresses

Once logged in, with the possible two-factor authentication (2FA) completed, you will find all the email addresses already linked to Infomaniak Mail that you used to check on your web browser via the address ksuite.infomaniak.com/mail.

You can switch from one address to another…

1. … by clicking at the top left of your inbox:
   
2. … then on the chevron ‍ to the right of your email address that is displayed:
   

To add another one, click on the button at the end of the list or refer to this other guide:

To remove one, refer to this other guide.

Multiple user accounts

Imagine that in addition to your personal user account with your favorite email addresses linked, you get from your employer a login to a user account with different email addresses of the company within this professional account…

To add the additional user account:

1. Click at the top right of the inbox:
   
2. Click on Add an account to connect to the desired Infomaniak user account:
   

To easily switch from one user account to another:

1. Click on one or the other of the attached user accounts, and thus view the email addresses attached within these accounts:
   

To detach an attached user account in the application and no longer be able to view the email addresses attached within this account, simply...

1. ... go there one last time
2. ... then click at the top right on the user menu
3. ... to then log out at the bottom of the screen:
   

You will be automatically switched to one of the remaining accounts.

This guide provides the most common IMAP server addresses. These can be used to perform the copy of the content of your old email addresses to your Infomaniak email address.

IMAP server addresses

This guide presents the operation of RBLs, the questionable policy of some of them and the means to resolve a possible email block.

Preamble

• RBLs (Realtime Blackhole Lists) or DNSBLs (DNS Black Lists) are lists containing addresses / IPs / provider names / servers, known as major spammers.
• These are often large, generalized blacklists that help identify unwanted messages and their senders, maintained by certain providers (smtpcheck, uceprotect: non-exhaustive list)…

Adding the email address to the RBL

When an email address is identified as belonging to an unwanted sender, it is blocked to prevent the receipt of unsolicited mail. A block in the RBL does not expire. Addresses will be listed indefinitely.

If you receive a message indicating that your email address is blocked by RBL, this means that Infomaniak's security system has detected suspicious or unwanted activities associated with this email address. This can include mass sending of unsolicited mail, participation in phishing campaigns or other malicious behaviors.

Resolving an email block (RBL)...

… if the error mentions your address and RBL

If you encounter errors of the type

anna.a@domain.xyz is rbl blacklisted - http://chk.me/rbl

when sending an email and you think it's a false positive, contact Infomaniak support.

To prevent your email address from being blocked by the RBL blocking system in the future, follow best practices for email use:

1. Do not send unsolicited mail or mass messages to unknown recipients.
2. Regularly sort the list of recipients used.
3. Do not engage in phishing or cybercriminal activities.
4. Ensure the highest level of security where your emails are used:
   1. strong password
   2. software up to date
   3. operating system (iOS, Android, Windows, macOS, etc.) up to date
   4. associated domain configuration up to date

… if the error mentions an organization like Sorbs or Barracuda

If you encounter errors of this type

554 5.7.1 Client host blocked using sorbs

or similar:

1. Follow the procedure of the mentioned organization (e.g. http://www.barracudacentral.org) to get your address removed from the list.
2. Temporarily switch your Internet service provider or connection method - WIFI vs 4G/5G - to send your messages.
3. Inform your contact and their email provider to take the necessary steps and/or to stop using an unreliable RBL.
4. Wait a few hours and try again.

Fewer and fewer professionals (ISP, hosts, etc.) use providers like Backscatterer / UCEPROTECT which are primarily profit-driven. There are many other highly effective lists, such as ABUSIX or SPAMCOP, which are well-maintained and genuinely aimed at fighting spam, one of the priorities of Infomaniak.

This guide explains how to connect the desktop app Thunderbird (desktop application) to an email address hosted at Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail only, or existing within a kSuite).
• Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

Add the email address to the application

To configure the email application:

1. Download the latest version of Thunderbird.
2. Open the application.
3. Check and complete the missing information by scrolling down if necessary.
4. Click on Continue:
   
5. The information found by Thunderbird about your email provider is displayed, leave IMAP selected:
   
6. Click on Finish.
7. In some cases, a warning about a certificate may appear. Simply confirm the security exception if the information mentions Infomaniak:
   
8. The summary of your registration appears, click on Finish to add the address (or configure other services from there):
   
9. There you go, your email address is now set up in the application:
   

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP Port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP Port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same parameters as the incoming server" or, depending on the software/email client, 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.
• This other guide is more specifically about Thunderbird.

… and if Thunderbird no longer works since a change of email password, refer to this other guide.

This guide explains which DKIM to add to secure Infomaniak email if it is based on a domain name whose DNS is managed by Cloudflare.

Preamble

• If you manage your emails with Infomaniak, as well as the associated domain name, but DNS management is with Cloudflare, then you need to add a DKIM on the Cloudflare interface.

Add a DKIM on Cloudflare

Prerequisites

• Familiarize yourself with this other guide to allow you to display the DKIM corresponding to your Infomaniak email.
• Display the DKIM to copy and paste. Example:
  • 

Then follow the procedure below to correctly activate DKIM, thereby enhancing the security and deliverability of emails for the domain in question:

1. Click here to access your Cloudflare account.
2. Select the relevant domain.
3. In the DNS section, search for and delete all NS records for "_domainkey" pointing to Infomaniak.
4. Add a new TXT record for DKIM (it is not enough to paste the DKIM signature visible on the Infomaniak Manager for it to work):
   1. Type: TXT
   2. Name: Enter only the DKIM selector provided by Infomaniak (without "_domainkey" or the domain name), for example 20240112…
   3. Content : Paste the public DKIM key provided by Infomaniak (what comes after p=)
   4. TTL : Auto
5. Save the changes.
   • Any DNS addition/modification may take up to 48 hours to propagate.
6. Use an online DKIM verification tool to confirm the configuration.

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 ‍users per redirection) other existing addresses.
• The registered recipients to receive the redirected emails 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 (bounce to the sender — and refer to this other guide regarding possible redirections from Gmail to Gmail).

Number of possible redirections

Number of mail redirection creations possible, 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 to redirect emails

1. Open the redirection 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 redirection in the left sidebar:

2. Add a new redirection address

To do this:

1. Click 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 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 the blue button Create:
   
    

3. Confirm addition as a redirection recipient

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

• The user must click on the link in the email to validate 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. Details of the acceptance status are displayed to the right of the recipient address:
      
2. Resend to immediately ask the user to accept their addition to the list via email (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 explains how to manage and modify the permissions (changing the password, setting up an alias, etc. see below for the full list) of an Infomaniak user, so that they can manage more or fewer configuration elements on the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

Preamble

• The email address is first created within a Mail Service and can then be used within one or more Infomaniak Mail interfaces by one or more users.
• The creator (or manager) of the address may want to limit the possible actions for one or the other of the users who will use the email address.
• This fine-grained management of permissions can be done when creating an address or afterwards, and you can also define what the default rights should be for any new address created (see Global Configuration below).

List of actions on an email address

Actions	Descriptions
Change the password	Allows you to change the password of the email address
Manage the out-of-office reply	Allows you to create an out-of-office message (automatic reply)
Manage signatures	Allows you to add signatures and manage reply email addresses
Manage redirections	Allows you to redirect your emails to one or more other email addresses
Manage aliases	Allows you to create variants of your email address (by modifying what comes before the @)
Manage rules	Allows you to manage filters anti-spam and advertising and allows the creation of rules to automatically sort your emails into folders in your mailbox
Manage folder configuration	Allows you to customize the IMAP folders (drafts, sent messages, spam, trash, archive) of your Infomaniak email address with the folders of your email software/client (Outlook, Apple Mail, Thunderbird, Spark, etc.)
Manage security	Allows you to manage blocked and approved addresses

Manage the permissions granted to an email user

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 email address concerned in the table that appears.
4. There are two ways to modify the permissions of an email address:
   1. Click on the action menu ⋮ located to the right of the email user's name.
   2. Select ✎ Modify rights:
      
5. Or click directly on the icons of the email address settings in the email address user's card:

Global configuration

This guide explains how to display the folders of your Infomaniak mailbox with a mail client software using the IMAP protocol.

Preamble

• The various generic folders are created by Mail Infomaniak during the very first connection to the interface.
• It is therefore possible that some IMAP email clients do not display any folders if no prior connection has been made to Mail.
• Even if they are present in Mail, it is still possible that some folders do not appear in your IMAP configured email client.

Force IMAP folder synchronization…

… on Microsoft Outlook

In some cases, after configuring an Infomaniak address in the Outlook email client, some folders may not appear. In this case, it is necessary to check the synchronization with subscription folders in Outlook:

1. Start the Outlook software on your computer.
2. From your Infomaniak email address, right-click on the inbox folder.
3. Select IMAP Folders:
   
4. Uncheck the option: When displaying the hierarchy in Outlook, show only the folders that are subscribed to
   
5. Click on Apply.

…on Thunderbird

In some cases, after configuring an Infomaniak address in the Thunderbird email client, some folders may not appear. In this case, it is necessary to manually check these folders from the subscription menu of Thunderbird:

1. Start the Thunderbird software on your computer.
2. Right-click on the relevant Infomaniak address and select the Subscribe menu:
   
3. Check the missing folders.
4. Click on Ok to confirm the selection.

... elsewhere

In your usual email software/client, find the label "IMAP folders" and/or "subscribe", "subscription" etc. Otherwise, look in a possible TOOLS menu... Refer to these search results for more information.

Modify the synchronized folders

Refer to this other guide to modify the location of certain generic folders.

This guide explains how to add or modify an MX record in the DNS zone (of a domain name) managed on the Manager Infomaniak.

Introduction

• The "MX" record type allows you to specify which provider should handle the email (= the target).
• You should only modify this type of record if you have a specific configuration to implement (e.g., domain name at Infomaniak and email service with an external provider).
• There can be several MX records (so that a second email service takes over in case of failure of the first) and in this case a number designates the priority of each of them (the smaller the number, the higher the priority).

MX for Infomaniak mail

Infomaniak automatically provides the MX record needed to link your domain name and your email, if both are managed within the same organization at the Manager level.

If your configuration requires you to add an MX record yourself to direct mail traffic to Infomaniak, then specify the following MX:

mta-gw.infomaniak.ch

with the priority 5.

On the interface of some providers like Gandi, it is necessary to add a dot at the end of the MX record:

mta-gw.infomaniak.ch.

A correct SPF record is also required for proper functioning of Infomaniak's email service.

Modify the DNS zone

Refer to this other guide to manage this type of record in a DNS zone.

Learn more

• Link a domain to an Infomaniak Mail Service
• Specify the Infomaniak MX with a third-party web provider

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 host governed by Swiss laws, federal laws (and general terms of use) which stipulate that before being added to an email mailing list, potential recipients must have given their consent.

Obtaining the recipient's consent

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

1. Have entered their email address in a form dedicated to a specific subject.
2. 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. Be registered by the Newsletter system with their IP address and date.

This is called a double opt-in registration.

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, usually newsletters or marketing emails.

The owner of an email address can at any time report any message received as spam. Collecting subscriber registrations by 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 all of its customers are not blocked/blacklisted by the email providers of potential complainants.

In the event of a spam complaint, Infomaniak can therefore temporarily suspend shipments and ask the sender of the message for proof of registration of the complaining person; if so, the complaint will become void.

On the other hand, the complaint will be justified if no proof of registration is provided and Infomaniak may be forced to take measures: suspension of the email address, domain name or termination of the contract in case of recurrence.

How to be compliant?

If you wish to carry out 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, thus strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized sign-up.

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

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

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 1 user max. = 10‍ | kSuite Standard 2 users min. = 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

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

Add a redirection from Service Mail

To access Service Mail:

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 question in the table that appears.
4. Click on the Redirection and alias tab or from the left sidebar.
5. Click on the blue Add a redirection button:
   
6. Enter a destination email address.
7. Click on the blue + button to add other email addresses.
8. Click on Confirm to complete the addition.
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 is 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 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 transfer to Infomaniak a Gmail email address hosted by Google. Refer to this other guide if you are looking for information on importing custom domain addresses.

Prerequisites Infomaniak

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

Transfer emails from Gmail to Infomaniak

a. Recreate the email address(es) on Infomaniak

Access the Infomaniak Mail Service and create the email addresses:

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 the blue button Create an email address in the top right corner.
4. Enter the address (what comes before the at sign @) for example contact or michelle.
5. Click the blue Continue button.
6. Select I will consult the email address alone.
7. Click the blue Continue button.
8. Enter a password.
9. Click the blue Continue button.
10. Click the blue Finish button.
11. Restart at point 3 above to recreate all email addresses identically.

b. Import Gmail mail content to Infomaniak

Access the Infomaniak Mail Service and import your emails:

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 chevron in the right part of the blue Create an email address button.
4. Click on Import emails (direct link).
5. Click on Import my emails into a single email address.
6. Enter the existing email address at Google.
   • By specifying that your previous address is a @gmail.com address, the assistant will offer to connect to your Gmail account.
7. Click on the "Sign in with Google" button that has appeared.
   • Make sure you are logging into the Gmail account related to the email copy.
8. Confirm that you authorize the Infomaniak tool to connect to your account (automatic procedure).
9. Once the popup is validated, you will be able to choose which Infomaniak address to import your Gmail emails to (if necessary, refer to this other guide from point 7).

Labels and data volume

The storage space displayed on Infomaniak may not match the one indicated in Gmail, notably due to the different management of labels/tags.

Indeed, these, present in Gmail, will be converted into folders on the Infomaniak servers (same principle as during an email retrieval with an IMAP email software/client like Thunderbird):

Therefore, an email labeled in multiple Gmail folders may be counted multiple times during the migration, which explains why an account showing, for example, 6 GB in Gmail can occupy 18 GB once transferred to the Infomaniak servers.

Adjust application settings

As soon as you take the necessary steps for the domain name associated with your email to work with Infomaniak, modify the settings of the email software/clients you use so that they connect correctly to the Infomaniak servers: follow the configuration assistant.

To finish

• Ensure that the email is properly secured
• Copy the content of other Mail providers