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.
• 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 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 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 email 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 password for the email address.
7. Click on the blue Log in button:
   
8. Check and complete the missing information.
9. Click on Log in:
   
    
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 messaging 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:

• Familiarize yourself with the solutions provided in this other guide regarding email in general.
• Delete any Apple configuration profiles linked to your Infomaniak email before reconfiguring.

And if your Apple Mail no longer works since a change of mail password, refer to this other guide.

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

Introduction

• For each domain name registered or transferred with Infomaniak, you can benefit for free:
  1. of an email address that gives you access to Mail Infomaniak
  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.

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 type (Mail or Web) desired, not to 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 relevant product.
3. Click on 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 the Next button at the bottom right to proceed with the order:
   
7. Click to select the basic Web page on the Infomaniak Shop (as below) and click the Next button at the bottom right to proceed with the order:
   
    
8. Complete the order:
   ‍
9. Go back to your Manager Infomaniak to discover and use your new products.

Using your Starter products

• Create the desired email address on your Mail Starter service.
• To use the 10 MB Web space and create a basic web page on your Web Hosting Starter, use:
  • the page editor
  • or the FTP file manager to manage your HTML pages
  • or any FTP application

Upgrade a Starter offer

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

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 Service Mail on your Manager Infomaniak.
• Have available a quota of free addresses or order more if necessary:
  • Click here to access the management of your product on the Manager Infomaniak (need help?).
  • Click directly on the name assigned to the relevant product.
  • Click on the shopping cart icon at the top:
    

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 Manager Infomaniak (need help?).
2. Click on the chevron ‍ 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 chevron ‍ 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 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.

Upgrade 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.

Infomaniak constantly improves its products and customer service. Every time you share a suggestion regarding any of the services through support, social media, or the web, Infomaniak discusses it during the relevant service meeting. Your needs determine its priorities and contribute to continuously enhancing its services.
 

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Infomaniak Support is also available to you via email, chat, or phone if needed.

This guide details the security measures implemented as part of the Infomaniak email offers to detect abusive and abnormal uses of an email address. These measures protect you from malicious use of your computer or account.

Number of recipients per email

Regardless of the chosen email offer, whether free or paid, the total number of recipients per message is limited to 100.

This restriction applies regardless of the field used to insert the recipients' email addresses (To, CC, or BCC).

For sending emails to a large number of recipients, it is strongly recommended to use a newsletter tool like the one offered by Infomaniak.

Other email limitations

• Limits on outgoing emails per 24 hours
• Size limitations at the email level

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

Preamble

• The tree of a classic mail box can contain some special folders like e.g. the one that stores emails...
  • ... once they have been sent (= "Sent messages" or "Messages sent").
  • ... for a few days before they are deleted defineive (= "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 want to make adjustments for different reasons, sometimes linguistic, then read the guide below to modify these special folders:
  • drafts
  • messages sent
  • Trash
  • archives
• This allows you to customize the synchronization of these folders with IMAP clients such as Outlook, iOS Mail, Thunderbird, Spark, etc.
• Be careful this does not change the shelf-life limit e-mails placed in some of these special folders.

Access from the Mail Infomaniak Web app

Prerequisites

• Have a valid accessto the Web app Mail Infomaniak (online service) mail.infomaniak.com)in which the email address is attached.
• Having permission to modify special folders: if you had been invited to Mail to manage your address, it is possible that the Mail Service Manager will have you withdrawn this right from its admin account.

To modify these special folders:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Click on the icon Parameters ‍ Top right.
3. Check or select the relevant email address from the drop-down menu in the left side menu.
4. Click on Folders:
   

Access from Service Mail

To access this option from a Mail Service:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the tab Folders:
   

Configure special folders

Select the folders you want to store by default your drafts, archives, messages sent as well as your basket by clicking on the area on the right of each element:

This will display the list of folders already present in your email tree (if necessary, create the folder you want first from Mail or IMAP software).

To modify the default folders hosting the spam and advertising messages & notifications of social networks you have to do it directly from the game Spam Filter and Advertising Filter.

Alternatives for...

Some software/message clients also allow modify the location of special folders Read the official documentation of your application if necessary. The following links are provided for information purposes:

... Mozilla Thunderbird

Be aware of this other guide official if you are looking for information on the assignment of specific folders (such as Trash, Drafts, Mail sent) to the IMAP account and their synchronization with Infomaniak.

... Microsoft Outlook 2013

Be aware of this other guide non-official 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 IMAP's main objective of maintaining consistency between devices.

... Microsoft Outlook 2021

Be aware of this other guide non-official if you are looking for information to save e-mails sent to the folder "Sent" rather than "Elements sent" on the application.

... Apple iOS

Be aware of this other guide non-official if you are looking for information on how to configure deleted sending, draft and message folders on an iPhone to be synchronized with the mail server, accessing the advanced Mail application settings 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.