This guide explains why you may receive an automatic security email regarding your Infomaniak account (i.e., your user account).

Introduction

• Warning: fake messages are circulating and imitate Infomaniak's security email.
• If you are unsure about the authenticity of the warning, access the Infomaniak Manager and check the recent activity instead of clicking on any potentially malicious link that may be present in the fake message.

Automated security alerts

1. Login from a new location

A security email is automatically sent when a new connection to your Infomaniak account occurs from a new location:

This can happen, for example, if you are using your browser's private browsing mode or if you are accessing your account from a new computer.

2. Login attempt (incorrect password)

A security email is automatically sent when someone enters an incorrect password after entering the email address to log in to the Manager:

View recent activity in the Manager

You can view the recent activities of your account and those of your Infomaniak Organization:

If you notice any illegitimate actions that you don't believe you performed, and/or if you suspect an intrusion:

1. Refer to this other guide to quickly secure your tools.
2. Enable two-factor authentication on your account to improve its protection and ensure that only you receive a unique code authorizing login.
3. Change the Manager password.
4. Change the passwords for the email addresses associated with Mail Infomaniak.

This guide explains how to centralize the display of your various Infomaniak email addresses when you have multiple accounts and email services.

Display email addresses from all your Organizations

One approach is to display the global Mail web app for all Organizations to which your Infomaniak account is linked:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Then, click on the chevron ‍ to the right of the displayed email address.
   • The other addresses of the Organization for which you have permission will be displayed.
3. If you have access rights to other existing addresses on other Organizations that your user has access to, click on the chevron ‍ to the right of the active Organization:
   
4. You can click on another Organization (my kSuite, for example) to display only that specific email address…
5. Or, you can click on All Organizations to display all email addresses in the interface:
   
6. The shortcut for this common view is https://ksuite.infomaniak.com/all/mail:
   

If an email address you know is not visible:

• Check in the top right corner that you are logged in with the correct Infomaniak account.
• If you are the administrator of the address,make sure you have correctly added the address to Mail Infomaniak.
• Otherwise, check with the administrator of the email address to ensure that, with your current Infomaniak account login credentials, you have the necessary access rights to that email address.

If, on the other hand, you want to remove an address from the list, please refer to this other guide.

This guide explains how to temporarily postpone an email until a specific date/time, using the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).

Introduction

• You can also put emails on hold using the Infomaniak Mail mobile app (application for iOS/Android smartphones or tablets).
• You can put a maximum total of 1000 conversations from the inbox on hold, for a maximum of 1 year (this hold can be stopped or its duration modified at any time).
• kSuite Free / my kSuite / Mail Service Starter do not allow customization of the schedule when setting up an out-of-office reply.

How it works

When you put a conversation on hold (using the snooze or remind function):

1. The conversation is moved to a "On Hold" folder, which is visible in the Mail app and displays the number of conversations on hold.
2. If a new message arrives in a muted conversation, the muting will be automatically canceled, and the conversation will be visible in the inbox.
3. When the deadline arrives:
   • The conversation automatically returns to the inbox, in the first position, with a special notification.
   • The message, until it is read, will display an indication "On hold since X" (X being the date on which the message returned to the inbox).

On a software/email client such as Outlook using IMAP:

1. When put on hold, the conversation will remain in its initial position.
2. If you manually move a message that has been put on hold, the feature will no longer be active for that message in the web app.
3. When the due date arrives, the conversation will move to the top position, just like in the web app, and a standard "new message" notification will be displayed.

Temporarily archive an email

Prerequisites

• Enable chat mode for your email addresses in the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).

Next, to temporarily hide one of your messages from all your emails, and make it reappear in your inbox at a future time that you schedule:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Open the message you want to be reminded about later.
3. Click on the action menu ⋮ in the top right corner.
4. Click on the Remind me function.
5. Choose how long the message should remain in your inbox, from the predefined options or by customizing the duration:
   
6. Once placed on hold, the message will appear in a new folder dedicated to pending messages.
7. The end date/time for the hold is displayed next to each message:
   

To enable access to this feature directly from the action bar above an email:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right corner.
3. Click on Customization in the left-hand menu.
4. Enable the message reminder feature in the Specific actions on an email section:
   
5. Go back to your message; you will then have the option to put it on hold directly from the action bar:
   

To enable access to this feature,directly from the list of your messages in the inbox:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right corner.
3. Click on Customization in the left-hand menu.
4. Enable the message reminder feature in the Hover Actions section:
   
5. Go back to your inbox, and you will then be able to put one of your emails on hold directly from the list:
   
   • You can put multiple messages on hold at the same time by selecting them (a maximum of 5 messages can be selected) and then right-clicking to choose the "put on hold" option.

This guide explains how to change the first name and last name that Infomaniak displays when you are logged into your Infomaniak account (= user account) within an Organization in the Manager, as well as your account avatar.

Introduction

• To change your login ID, please refer to this other guide.
• To change your phone number, please refer to this other guide.
• To manage the details of the Organization you belong to, please refer to this other guide.

Modify your Infomaniak account details

To edit your personal details:

1. Click here (or on the badge with your initials / avatar in the top right corner of the Infomaniak Manager) to "Manage my account":
   
2. Click on My profile in the left-hand menu.
3. Edit your first name and last name on the right-hand side.
4. You can also specify your date of birth.
5. You can add a profile picture to your Infomaniak account, which will be displayed instead of your initials; it is recommended to import an image with a minimum size of 210 pixels on each side:
   

This guide explains how to enable or disable read receipts from the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).

Introduction

• Delivery and/or read receipt requests are compatible with most email systems.
• However, they depend on the user's action and the settings of their email system.
• The sending (or non-sending) of a read receipt does not guarantee anything (the logs may be more suitable for certain cases).

Request a delivery/read receipt

To allow your recipient to easily confirm that they have received your message sent from the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail):

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right corner of the interface.
3. Click on Sending in the left-hand menu.
4. Activate the toggle switch to request a delivery/read receipt:
   

Note that you can also activate it on a case-by-case basis when sending your message in Mail, from the writing options by clicking on ⋮ and then on the corresponding option:

Confirm message receipt

If you receive an email and view it in the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail), and the sender has specifically requested to be notified, you can confirm receipt of the message when you read it:

This guide will quickly introduce you to the essential features of Euria, the artificial intelligence available within kSuite. It performs particularly well with the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail). The assistant is also available on the Infomaniak Mail mobile app (application for iOS/Android smartphones or tablets).

✘ UNAVAILABLE‍ with
kSuite Free
my kSuite (ik.me, etik.com, ikmail.com)

Accessing the assistant

Prerequisites

• Read and understand this other guide about the model used and the responsibilities of each party.

The writing assistant helps you write text using artificial intelligence, on the topic of your choice, including if it needs to be based on elements present in the current email conversation; use it, for example, to write:

• a new message that must contain specific elements,
• a reply to a received message,
• a reformulation of a text excerpt,
• grammatically correct syntax,
• etc.

You can also summarize the content of any email.

To access the writing assistant:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Log in with your Infomaniak account credentials (not your email address password).
3. If necessary, associate the email addresses to be managed with Mail Infomaniak.

Using Euria when composing a new message

You can ask Euria to write a text based on your ideas, which you will need to provide to it:

1. Click on New message at the top left of the Mail interface.
2. Click on the Euria icon in the editing bar to open the wizard:
   
3. Tell the assistant what you want to write, as if you were talking to a human.
4. Once the AI displays a suggestion, adjust the length and change the tone if necessary to get a more familiar response.
5. Insert the suggestion into your message or copy the text to the clipboard.

Using Euria while writing the message

You can also use the writing assistant by selecting a passage from your text and then choosing the desired option from the context menu that appears:

• Open the assistant to request suggestions.
• Correct the grammar.
• Rephrase the sentence to obtain a new one.
• Shorten the suggested text by removing some unnecessary elements.
• Write more text, expand the conversation.

Suggest a response with Euria while reading an email

You can launch Euria while viewing a received message to which you want to respond quickly:

1. Select the text you want to use as the basis for the answer with your mouse.
2. Choose to respond with Euria from the context menu that appears.
3. Tell the assistant what you want it to respond with, as if you were having a conversation with a human.
4. Insert the text that will appear in the automatically generated reply message:
   
5. All you have to do is review it and send it.

Suggest the email subject with Euria

When you start writing a new message, the assistant can automatically enter a suitable title for your message in the Subject field:

1. Enter text.
2. Click on the Euria icon to the right of the Subject field:
   
3. Insert the suggestion if it suits you:
   • If a subject is already entered in the field (for example, because you inserted a new message + subject composed by the assistant and then requested a new message from the assistant), the assistant will offer to replace it with a more appropriate subject.

Disable the assistant

You can configure the elements (translations / Euria) that are displayed when you click on your message:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right corner of the interface.
3. Click on Customization in the left-hand menu.
4. Check or uncheck the actions you want to be available when you click:
   

This guide will help you quickly discover the essential features of Euria, the artificial intelligence available within kSuite. It is particularly effective for summarizing emails in the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).

✘ UNAVAILABLE‍ with
kSuite Free
my kSuite (ik.me, etik.com, ikmail.com)

Summarize an email

Prerequisites

• Read and understand this other guide about the model used and the responsibilities of each party.

To access the summary feature:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Log in with the credentials of your Infomaniak account (not the password for your email address).
3. Go to the email you want to summarize (it can be in any folder).
4. Click on the Euria button located in the top toolbar.
5. Click on Summarize.
6. The message summary is displayed in a block above the original message (visible only to you):
   

This guide will help you troubleshoot the issue if you receive a message after sending an email indicating that it was rejected due to "Spam Message Rejected" or "5.7.0 AV: Message is rejected by headers rule filter.. 554 Please check the message and try again" ...

Important checks to perform

Make sure your email does not contain:

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

To send a file (js or exe for example) and confirm that it does not contain viruses, store it in your hosting space and link to it (if the file is large and you are sending it from the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail), it will be placed on a temporary server to allow your recipient to receive a download link) or via Swisstransfer.com.

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

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

This guide explains how to transfer to Infomaniak email addresses currently hosted by Microsoft, within Microsoft 365, using an IMAP import tool.

Introduction

• This operation does not affect data already present in the destination address or the source address.
• The entire external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates will be managed: identical content will only be copied once.
• Please refer to this other guide if you are looking for alternatives to this IMAP process.

Import your entire email history

1. Microsoft Prerequisites

• Enable POP/IMAP/SMTP features that are disabled by default (need help?).

2. Infomaniak Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available addresses or adjust it beforehand if necessary.
• Ensure that the email is properly secured.
• Create one or more addresses on this Mail Service.
  • If you have many (10+) email addresses to create, please refer to this other guide regarding bulk creations.
• The destination email address must be linked to the user (= the Infomaniak account) you are using.

3. Import email content from Microsoft to Infomaniak

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary, log in to your Infomaniak account for the relevant organization, as the import will be done to one of the email addresses linked to the Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the import via IMAP.
4. Click on the one-time import.
5. Fill in the field on the left with your source email address (whose content you want to copy).
6. Click on the "Connect with Microsoft" button that appears: 
   
   • Make sure you are connecting to the Microsoft account for which you want to copy the emails.
7. Confirm that you authorize the Infomaniak tool to connect to your account (automatic process).
8. Once you confirm the pop-up, choose the email address to which you want to import the emails. The drop-down menu lists the email addresses currently associated with your Infomaniak Web Mail interface (online service ksuite.infomaniak.com/mail) for the Infomaniak account you are logged into.
9. After selecting the desired destination address from the list, click the blue Import Emails button.
10. The copy process begins. You can wait and see the result on the page once the import is complete, or close the window (the import continues in the background, and progress can be tracked - see below).
11. A confirmation email will be automatically sent to all email addresses involved in the operation once the import is complete, indicating the number of messages copied.
12. A tracking feature is available in the settings of the destination email address, on the Web Mail app (online service ksuite.infomaniak.com/mail) only.
13. The tracking feature allows you to view the import history for the address in question.

4. Adjust application settings

As soon as you have taken the necessary steps to ensure that the domain name associated with your email works 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.

This guide explains why some attachments sent from Microsoft Outlook arrive in winmail.dat format on your email address hosted by Infomaniak, and how to permanently resolve the problem on the sender's side (where it is created).

Introduction

• winmail.dat is the container used by Outlook/Exchange when a message is sent in RTF/TNEF format.
  • It encapsulates the formatting and attachments.
• Many non-Microsoft software/email clients cannot interpret TNEF:
  • the formatting disappears and the attachments become a single winmail.dat file.

Resolving the problem (actions to request from the sender)

The most effective solution is to have the sender change the Outlook configuration.

Disable RTF/TNEF and resend the message in HTML or plain text

• “Classic” Outlook for Windows (Microsoft 365/2021/2019, Win32 application)
  Menu: File > Options > Mail
  Compose messages: Compose messages in this format: choose HTML (or Plain Text).
  Message format: in When sending messages in Rich Text format to Internet recipients, select Convert to HTML (or Convert to plain text).
  On a case-by-case basis (for a single email): in the message window, Format Text tab > choose HTML.

• New Outlook for Windows (application based on Outlook on the web)
  Menu: Settings (gear icon) > Mail > Compose and reply
  Message format: Compose messages in: choose HTML (or Plain text).
  This client does not offer an RTF option; sending in HTML/text avoids winmail.dat.

• Outlook on the web (Exchange Online/Outlook.com)
  Menu: Settings > Mail > Compose and reply > Message format > choose HTML (or Plain text).

• Outlook for Mac
  Menu: Outlook > Preferences > Compose > check/uncheck Compose messages in HTML by default.
  For a single message: in the compose window, Options tab > toggle HTML or Plain text.

Note: if the sender has attached files, they will be readable by all recipients as long as the message is sent in HTML/text. Zipping the attachments (.zip) does not prevent Outlook from encapsulating the message if RTF/TNEF is still active.

Disable RTF for specific recipients (e.g., yourself)

• “Classic” Outlook for Windows: open the Contact card > double-click the email address > Outlook Properties > Internet Format: select Send as plain text only (or Let Outlook decide if the administrator is already forcing the conversion).

• Clear autocomplete (it may “remember” RTF for a recipient): File > Options > Mail > Send messages > Clear the Auto-Complete List, then retype the address manually the next time you send a message.

• Microsoft 365 administrators (at the sender's end): in the Exchange Admin Center: Mail flow > Remote domains > Default > Rich text format: choose Never. In PowerShell: Set-RemoteDomain Default -TNEFEnabled $false.

Alternatively: use a different email client for sending (e.g., Thunderbird), or check that Calendar invitations are sent in iCalendar format (File > Options > Calendar > enable Use iCalendar format for external recipients).

If you do not want to contact the sender again

You can extract the content of winmail.dat using TNEF decoding tools (online or desktop applications). Search for “open winmail.dat” and choose a reputable tool for your system (Windows, macOS, Linux). This usually restores the attachments, but it is not a permanent solution. Furthermore, confidentiality and security are in no way guaranteed during these operations.

This guide will help you find the public IP address of your device, which can be useful when requesting support.

Display the public IP address on the connected device

Click here to obtain the public IP address of your device in IPv4 and IPv6 format.

Alternative methods

Visit ipinfo.io or ifconfig.me.

… on macOS

1. From a Terminal application (command-line interface, CLI) on your device, run the command curl ifconfig.me and press Enter.
2. The address displayed is the public IP address of the computer.

To automate the search for the public IP address, use commands or scripts that query services such as api.ipify.org...

This guide explains how to connect the Microsoft Outlook mobile app (application for smartphone or tablet iOS / Android) to an email address hosted by Infomaniak.

Introduction

• Instead of the manual configuration below, it is recommended to use the Infomaniak Mail app (iOS / Android) to benefit from Infomaniak's security features.
• The Microsoft application is configured by default to analyze your data:
  

Add the email address to the application

Prerequisites

• Create the email address (❓: my kSuite | Mail Service/kSuite).
• Create a device password (❓: my kSuite | Mail Service/kSuite).
• Check that the domain is configured correctly (❓: Mail/kSuite service).

To configure the email application:

1. Open the application.
2. Click on Add account:
   
3. Enter the email address to associate.
4. Click on Continue:
   
5. Click on IMAP:
   
6. Activate the toggle switch to enable advanced settings.
7. Complete the missing information.
8. Click on the ✓ icon in the top right corner.
9. If necessary, choose to add an additional account, otherwise click Later.
10. That's it, 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 & encryption protocol and command/method to activate this protocol: 587 + STARTTLS
• Username = the complete email address & (?)
• Password = the password generated for the email address you want to access (❓: my kSuite | Mail Service/kSuite).
• Mandatory authentication for sending emails:
  • Enable it 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 (the complete email address) and the generated password.

Refer to this other guide if you are looking for information about other email ports and protocols that are supported (SSL/TLS, for example).

In case of a problem

Check that the Mail service is configured optimally.

It is not necessary to contact Infomaniak Support if your email address works correctly outside the application. The most common error concerns the use of an incorrect password. The troubleshooting guides will help you resolve any potential issues:

• Refer to the solutions provided in this other guide regarding email in general.
• This other guide provides more specific information about Outlook.

… and if your Outlook is no longer working after a change of email password, please refer to this other guide.

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

Number of recipients per email sent

Regardless of the email plan you choose, whether free or paid, the total number of recipients listed on an email is limited to 100.

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

Other email limits

• Limits on outgoing emails per 24 hours
• Message size limits

This guide details how to disable the SMTP protocol, thereby preventing a specific user from sending emails from a specific email address.

Preamble

• Removing the sending right from a user will prevent them from sending a message (new, reply, reaction, etc.) from the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail) and the mobile app.
• If the user in question is also specified in the connected devices, sending will also be impossible from a software/email client like Outlook, Apple Mail, Thunderbird, etc.
• There is a specific permission regarding out-of-office messages if you also want to prevent this type of message from being sent.

Prevent a user from sending messages from a specific email address

New user

Do you want to allow a new collaborator to access an email address (be able to read incoming emails) but without allowing them to send new messages?

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned:
   
3. Click on the email address concerned in the table that appears:
   
4. Click to Add a new user:
   
5. In this example, the collaborator is external, so click to Create an invitation link.
6. Click to manage the permissions of this user on the email address concerned:
   
7. Click on Send emails to remove their sending rights.
8. Save the change:
   
9. Click on Add to complete the invitation:
   
10. Enter an email address to which to send the invitation.
11. Click on Send:
    

The invited user accepts the invitation: they thus access the email address and its messages, but the button to compose a new message will remain grayed out with no possibility for them to draft a message (or even reply, react, etc. as these buttons will also be grayed out/deactivated):

Prevent sending to an existing user

Do you want to allow collaborators to continue to access an email address (be able to read incoming emails) but without allowing them to send new messages?

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned:
   
3. Click on the email address concerned in the table that appears:
   
4. Click on Send emails to remove the send permission:
   

The user will access the email address and its messages, but the button to compose a new message will remain grayed out with no possibility for them to draft a message (or even reply, react, etc. as these buttons will also be grayed out/deactivated):

Prevent sending from an SMTP email client/software

If you want to prevent the user from sending emails from an email client/software or any fixed and mobile device containing an SMTP email app, start by following the steps above.

You will then need to create a password (= "connected device") linked to this user (so at point 8 of this other guide instead of “Without user” you will need to specify the identifier of the collaborator concerned, already added in the users tab):

Thus, their email client/software can be configured to receive emails but will not allow any sending, causing a continuous error (password request) if the user insists on sending an email:

This guide explains how to transfer to Infomaniak email addresses currently hosted by Yahoo, using an IMAP import tool.

Introduction

• This operation will not affect data already present in the destination address or in the source address.
• The entirety of the external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates will be managed: identical content will only be copied once.
• Please refer to this other guide if you are looking for alternatives to this IMAP process.

Import your entire email history

1. Yahoo Prerequisites

• To allow the Infomaniak assistant to access your Yahoo account, click on https://login.yahoo.com/account/security#other-apps and configure an application password, automatically generated by Yahoo.
• You will need to copy it and then paste it in place of your password in the Infomaniak email migration wizard. To generate it:
  1. Log in to your Yahoo account.
  2. Go to the Account Security tab.
  3. Click on Generate app password:
     
  4. Choose Other application:
     
  5. Enter an application name, for example, Infomaniak, and click Generate:
     
  6. Copy the application password.

2. Infomaniak Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available addresses or adjust it beforehand if necessary.
• Ensure that the email is properly secured
• Create one or more addresses on this Mail Service.
  • If you have many (10+) email addresses to create, please refer to this other guide on bulk creation.
• The destination email address must be linked to the user (= the Infomaniak account) you are using.

3. Import Yahoo email content to Infomaniak

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary, log in to your Infomaniak account for the relevant organization, as the import will be done to one of the email addresses linked to the Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the import via IMAP.
4. Click on the one-time import.
5. Fill in the field on the left with your source email address (the content of which you want to copy).
6. Fill in the field on the right with the password for that same source email address (see prerequisites above).
7. Click on Confirm.
8. If necessary, enter a second email address that you want to import at the same time.
9. Choose the email address to which you want to import the emails; the drop-down menu lists the email addresses currently linked to your Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are logged into.
10. After selecting the desired destination address from the list, click the blue Import emails button.
11. The copy process begins; you can wait and view the results on the page once the import is complete, or close the window (the import will continue in the background, and progress can be tracked – see below).
12. A confirmation email will be automatically sent to all email addresses affected by the operation once the import is complete, indicating the number of messages copied.
13. A progress tracker is available in the settings for the destination email address, on the web app Mail (online service ksuite.infomaniak.com/mail) only.
14. The progress tracker allows you to view the import history for the address in question.

4. Adjust application settings

If necessary, as soon as you have taken the necessary steps to ensure that the domain name associated with your email address works with Infomaniak, modify the settings of the email software/clients you use so that they connect correctly to the Infomaniak servers: follow the configuration wizard.

This guide explains how to manage the passwords for an email address from the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).

Prerequisites

• You must have permission to manage devices: it is possible that the Mail Service administrator has removed this permission from their admin account.

Add or remove a connected device

Create and display a new password to add the email address to your computer, mobile app, etc.

To manage the password for an email address already linked to your Infomaniak Mail web app:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the action menu ⋮ to the right of the email address in question.
3. Click on Address settings:
   
4. Click on Manage password:
   
5. Click on Add a device:
   
6. Enter the password to log in to your Infomaniak account if prompted:
   
7. The configuration assistant will then open on the MAIL section; check or select the relevant email address from the drop-down menu.
8. Select “new device” from the drop-down menu:
   
9. Give the device a description.
10. Click on the tab that corresponds to your needs (either the procedure for Apple Mail, or any other IMAP/SMTP configuration).
11. Scroll down and click the button to generate a password:
    
12. A new password is created and displayed:
    • you can modify it by clicking the button, but don't forget to save it:
      
13. Then, copy it and store it securely (e.g., in a password manager); it will no longer be possible to view it afterward.

Delete a password to cut off access from a computer, mobile app, etc.

You can manage the created/used access permissions at any time:

1. Click on the Settings icon ‍ in the top right corner of the interface.
2. Check or select the relevant email address from the dropdown menu in the left-hand sidebar.
3. Click on Devices in the left-hand sidebar.
4. Click on the device in question:
   
5. Click on the button to disconnect the device.
6. Confirm the disconnection of the device in question:
   

This guide details the steps to take if you don't see any difference on your website after making a change, compared to its version before the change. These tips are also relevant if you encounter issues while using the Infomaniak product interface.

Introduction

• While you browse, a web browser saves the data you view in a dedicated space. This is done to avoid repeatedly requesting the same data from the server, saving time and resources.
• Your cache can contain a large amount of data, and sometimes the browser gets confused. As a result, websites may not display correctly or may display an outdated version.
• Clearing the cache ensures that you are viewing the latest version of the page or folder.

Clear your web browser's cache…

… on Safari

Choose your macOS version to view the corresponding Apple support.

… regarding Google tools (Chrome, Android, etc.)

Please refer to the Google help.

… on Firefox

Please refer to the Mozilla help.

… on Edge / Internet Explorer

Refer to the Microsoft help.

This guide explains how to copy the content of one or more external email addresses (all email messages, folders, subfolders, in short, the entire structure of your existing email account with other providers) to one or more of your existing addresses at Infomaniak, thanks to the Infomaniak import tool!

Introduction

• It is easy to migrate your entire email tree to Infomaniak – discover the offers.
• This operation does not affect the data already present in the destination address, nor the data in the source address.
• The entire external mailbox will be imported as a copy.
• Once the import process has started, it is no longer possible to interrupt it.
• Any potential duplicates are handled: identical content will only be copied once.

Start copying to an Infomaniak email address

Several options are available for importing emails:

1. Do you want to copy emails already present in Infomaniak (e.g., @ik.me) to another mailbox also hosted by Infomaniak?
   • Refer to this other guide to copy email content internally.
2. You have a file/archive in MBOX format and want to import it directly into an existing address on Infomaniak?
   • Refer to this other guide to import the content of the .mbox file and thus import your emails, regardless of their origin, into Infomaniak.
   • This is ideal for easily transferring content from Google, as an MBOX file can be easily obtained via Google Takeout.
3. If you were unable to obtain an MBOX file of your emails, you can copy emails from an external provider using the IMAP import tool; click on the link corresponding to the email provider you want to import:
   • addresses @ Bluewin
   • addresses @ Gmail or custom Google domain
   • addresses @ GMX
   • addresses @ custom Microsoft 365 domain
   • addresses @ Orange
   • addresses @ custom Swisscom domain
   • addresses @ Yahoo
   • Any other email provider such as Gandi, Hotmail, Hostinger, Sunrise, etc.

This guide helps you identify and correct most email errors encountered after sending an email to a recipient. Refer to this other guide if you are looking for information about errors obtained when configuring a mail address in a software/email client.

Preamble

• Generally, a mail error message follows…
  • … an incorrect configuration of the domain name used with your mail,
  • … a problem with (the mail provider of) your recipient.
• In all cases, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.

Finding and identifying the mail error

When your message does not reach your recipient, an initial failure report (Temporary Delivery Failure Report) is sent and specifies that the server will attempt to resend your message several times.

A final delivery failure report (Final Delivery Failure Report or Undeliverable Mail) issued by the recipient's server is sent to the sender (via a pass through the Infomaniak mail server, hence the mention of Infomaniak at the beginning of most error messages you may receive) to inform them that the email could not be delivered even after several attempts.

The notification always contains the reason for the failure. Example below:

This is the mail system at host smtp-1-1234.mail.infomaniak.ch.
I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can delete your own text from the attached returned message.
The mail system anna.a@abc.xyz: host mxbw-abc-xyz.abc-ab12.abc.ch[123.456.789.00] said: 550 5.1.1
anna.a@abc.xyz recipient rejected, account administratively disabled (in reply to RCPT TO command) 

So here the address of your correspondent is visibly suspended by their mail provider (account administratively disabled).

Sometimes you need to look for the reason for the error message received among its attachments (often a raw text file). Example:

Reporting-MTA: dns; mxbw.abc.ch‍ [123.456.789.00]
Received-From-MTA: dns; smtp-1-1234.mail.infomaniak.ch [12.345.678.99]
Arrival-Date: Tue, 01 Aug 2023 15:49:22 +0200
Final-recipient: rfc822; anna.a@abc.xyz
Diagnostic-Code: smtp; 552 RCPT TO:anna.a@abc.xyz‍ Mailbox disk quota exceeded
Last-attempt-Date: Tue, 01 Aug 2023 15:49:22 +0200

Here the mailbox of your correspondent external to Infomaniak seems full (Mailbox disk quota exceeded).

Most common cases

SPF Failure

The SPF (Sender Policy Framework) record is not correctly configured:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to SPF failure:
anna.a@abc.xyz
Technical details of SPF failure:
The sender's domain domain.xyz does not have a valid SPF record. Please contact your email administrator to correct the SPF configuration.

Solution: check the configuration of your domain name and especially the SPF type record if your website is hosted on Wix or another provider.

User Unknown

The email address specified in the message is invalid or does not exist:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed permanently:
anna.a@abc.xyz
Technical details of permanent failure:
The email address does not exist. Please check the recipient's email address and try again.

Solution: carefully check the recipient's email address and correct it if necessary; ensure you are using a valid email address for the recipient.

Temporary Failure

Le serveur de messagerie du destinataire rencontre des problèmes temporaires ou est indisponible.

Solution: wait for a certain amount of time, then try sending the message again later. If the problem persists, contact the recipient's technical support for assistance.

Blocked by SPAM Filter (or Content Rejected)

The recipient's mail server has blocked the message due to anti-spam filtering rules:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@domain.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to the message being rejected as spam:
anna.a@domain.xyz
Technical details of delivery failure:
The content of the message triggered the spam filters of the recipient's email server. Please review the message content and try again.

Solution: check if your message contains elements that may be considered spam (keywords, suspicious links, etc.). Contact the recipient to verify if the message was filtered into the spam folder.

Refer to this other guide regarding outgoing spam and this other guide regarding incoming spam.

Bad Reputation

The recipient's mail server has blocked the message due to anti-spam filtering rules:

gmail-smtp-in.l.google.com said: 550-5.7.1
Our system has detected that this message is likely suspicious due to the very low reputation of the sending domain.
To best protect our users from spam, the message has been blocked.
Please visit https://support.google.com/mail/answer/188131 for more information.

Solution: check the reputation of the domain, determine if there has been a recent unintentional misuse of one of your email addresses for malicious purposes, for example.

Domain Not Found (or DNS Error)

Le nom de domaine du destinataire n'a pas pu être résolu ou n'existe pas.

Solution: check the spelling of the recipient's domain and correct it if necessary; ensure that the domain name and DNS are valid and active.

Mailbox Full

La boîte de réception du destinataire est pleine, empêchant la réception de nouveaux messages.

Solution: inform the recipient of the situation and ask them to free up space by deleting emails or archiving items.

This cannot happen with email addresses managed by Infomaniak since they do not have storage size limits.

Part of their network is on our block list

If the error message (obtained in principle following a send operation performed from an online tool, placed on the server where your website is located, for example a Prestashop order confirmation or another online store you manage) contains this:

host hotmail-com.olc.protection.outlook.com[104.47.30.97] said: 550 5.7.1
Unfortunately, messages from [89.123.456.789] weren't sent. Please contact your Internet service provider since part of their network is on our block list.

Solution: change the email sending method. The sending is unauthenticated and originates from the server with a specific IP address that is apparently blocked by the recipient for some reason (Infomaniak does not intervene to request unblocking). Therefore, you need to configure the online tool to perform authenticated sends.

Less Frequent Errors

Deferred - Delayed

The error message Deferred - Delayed - Warning: message still undelivered after 4 hours, Will keep trying until message is 3 days old means that the Infomaniak mail server attempted to connect to your correspondent's mail server to send the message but was unsuccessful for an undetermined reason. This error message indicates that the Infomaniak server will continue attempting to send your message during the period specified in the error message. If, after this time, the message has still not been delivered, you will receive a final error message informing you that your message could not be delivered and that your correspondent did not receive it.

Greylisting Delay

This Greylisting Delay error occurs when the recipient's mail server, like Infomaniak, uses a technique called "greylisting" which imposes a temporary delay on the first attempt to deliver a message from an unknown sender. The Mailer Daemon may eventually send an error report indicating that delivery has been delayed due to greylisting. The error may also mention banned sender. You should try sending your message again a few minutes/hours later.

Malware message rejected

This Malware message rejected error occurs when the message contains an attachment, a link to a storage site like Dropbox, or dynamic content, including in the "forwarded" part of the message (in the case of a message "forward", for example). You should try resending the message from the Infomaniak Mail Web app (online service ksuite.infomaniak.com/mail) instead of a mail application, and remove any content that may cause this error.

Message Size Exceeded / File Too Large

These Message Size Exceeded / File Too Large errors occur when the size of the message (or attachments) exceeds the limit allowed by the recipient's mail server. The Mailer Daemon will return an error report indicating that delivery failed due to the message size being exceeded.

Rate Limit Exceeded

This Rate Limit Exceeded error occurs when the sender has exceeded the frequency or volume limit allowed by the recipient's mail server. Mail servers may impose limits to prevent spam or system overload.

Sender denied: auth guards failed

Refer to this other guide if you encounter an error Sender denied: auth guards failed.

The message contains a unicode character in a disallowed header

This The message contains a unicode character in a disallowed header error may appear if you have inserted a special character like a heart ♥ for example in the body of the email, the subject, or especially in the full name; the risk of being rejected by providers is very high: it is best to keep the use of signs, characters, and fonts as simple as possible.