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

Start the setup assistant

When you open the app for the first time, a step-by-step assistant prompts you to choose the theme (accent color: pink or blue), which you can also modify later. It also shows you the main ergonomic functions available with the application (long press, swipe).

At the last step, you can…

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

Several 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 mail.infomaniak.com.

You can switch from one address to another…

1. … by clicking at the top left of your inbox:
   
2. … then on the dropdown arrow ‍ to the right of the email address 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 attached, you receive from your employer a login ID for a user account with various company email addresses 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 either of the linked user accounts to view the email addresses associated with these accounts:
   

To detach a linked user account from the application and no longer be able to view the email addresses associated with that account, simply…

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

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

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 provides the most common IMAP server addresses. These can be used to copy 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 email application Thunderbird to an email address hosted by 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 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 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 potential issues:

• Learn about 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 explains how to manage and modify permissions (change of password, setting up an alias, etc. see below for the complete list) of a Infomaniak user, so that they can manage more or less configuration elements on the web app Mail Infomaniak (online service) mail.infomaniak.com).

Preamble

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

List of actions on an email address

Actions	Descriptions
Change Password	Allows change password of the e-mail address
Manage the answering machine	Allows to create a message of absence (automatic response)
Manage signatures	Allows to add signatures and manage response email addresses
Manage redirections	Allows redirect your e-mails to one or more other e-mail addresses
Manage aliases	Allows you to create variants of your email address (change from what is before the @)
Managing rules	Allows you to manage the filters anti-spam and advertising and allows the creation of rules to automatically classify your emails in folders in your mailbox
Manage folder configuration	Allows Customize IMAP folders (frosts, messages sent, spam, trash, archive) of your Infomaniak email address with the folders of your software/mail client (Outlook, Apple Mail, Thunderbird, Spark, etc.)
Managing Security	Allows you to manage the blocked and approved addresses

Manage permissions granted to an email address user

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. There are two ways to change the permissions of an email address:
   1. Click on the action menu ⋮ located to the right of the user name of the email address.
   2. Select Change fees:
      
5. Or click directly on parameter icons of the e-mail address in the user's e-mail address:

Global Configuration

This guide presents the main features of a Service Mail Infomaniak. 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.
   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 there 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 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.

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