This guide explains the differences between the IMAP and POP3 connection protocols from a software/email client (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.) and why you should never use them at the same time with (among others) an email address managed by Infomaniak.

Advantages of IMAP / IMAP4

With IMAP, emails remain on the server and are therefore accessible from any internet-connected device via the web app **Mail** (online service mail.infomaniak.com) or the mobile app **Mail** ( application for iOS/Android smartphone or tablet).

Practical if your connection is permanent, if you want to access all your messages from multiple locations simultaneously (at home, on the go, while traveling, etc.) and if several users share a service mailbox from different workstations.

You will always have the same view of messages on the server; everyone will see the same messages: if a message is deleted by a user, the other users will no longer see that message. If it is moved to a folder on the server, all users will see that message in that folder.

Disadvantages

You generally need to be connected to the Internet to view messages (but some email clients and mobile devices will allow you to display the inbox even without a 4G/5G or WiFi connection).

Advantages of POP/POP3

Emails are removed from the server and sent to the computer. They can therefore be accessed even when offline. Useful if your connection is expensive or not permanent, or to keep a local version if you stop your subscription with the email provider.

Disadvantages

Once retrieved on a device configured with POP/POP3, emails no longer appear on the web app **Mail** (online service mail.infomaniak.com) or the mobile app **Mail** ( application for iOS/Android smartphone or tablet). You cannot have several people viewing the same mailbox because the messages are deleted with each consultation, you will have the impression of missing or seeing certain messages disappear. Moreover, if you "keep a copy of messages on the server" (option of the software/client), the more the number of double-stored emails increases, the greater the risk of encountering problems will be (read below).

Never mix POP and IMAP

It may happen that your email software, Microsoft Outlook in particular, starts to retrieve all messages, including those you have already received and read in the past.

The cause is often a POP3 incoming server configuration with the option "keep a copy of messages on the server".

This configuration can work perfectly for some time, but then issues may arise, such as messages being re-downloaded.

To avoid this, it is recommended to use the IMAP protocol: this other guide explains how to configure an IMAP account and this other guide shows the solutions to switch an existing POP account to IMAP.

If you still want to use the POP3 protocol, avoid enabling the option to keep a copy of messages on the server.

The easiest way to manage your emails is to use the web app Mail Infomaniak (online service mail.infomaniak.com).

This interface offers many advantages:

• No software to install or configure.
• Email sharing with other users.
• Unified management of all your Infomaniak email addresses.
• Professional anti-spam and antivirus filter for incoming and outgoing mail.
• Automatic sorting of incoming messages (filters).
• Sending large attachments.
• Backed up continuously.
• Share kDrive.
• Secure and respects your privacy, hosted in Switzerland by a neutral and independent company.

How to get started with Mail Infomaniak?

1. Click here to access the web app Mail Infomaniak (online service mail.infomaniak.com).
2. If necessary, reattach the email addresses to manage with Mail Infomaniak.

What would you like to do next?

1. Access the app's options
2. Change the password of an email address from Mail
3. Restore deleted emails
4. Add a signature
5. Create an email address at Infomaniak
6. Invite a user to view an email address
7. Modify a user's rights
8. Synchronize your devices (emails and/or contacts and calendars)

This guide explains how to access your emails with the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) designed by Infomaniak.

Download the mobile app Infomaniak Mail

From your iOS or Android mobile device, download the app Infomaniak Mail here:

Other apps and other versions can be downloaded from the unified kSuite settings.

Getting started with the app

• Attach an additional email address in Infomaniak Mail
• Modify the Infomaniak Mail configuration
• Set up Infomaniak Mail notifications

Some features of the web app Mail Infomaniak (online service mail.infomaniak.com) are also available on the mobile version:

• Schedule the sending of an email
• Display followed/favorite emails
  etc.

Limitations of the mobile app Infomaniak Mail

• Intended solely for messaging hosted by Infomaniak.
• No push notifications with the version available on F-Droid.

A question or feedback?

• Contact Infomaniak support
• Click here to share your feedback or suggestion about a Infomaniak product

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products and more specifically their content.

Preamble

• To analyze the service behavior and identify the source of the issue you are experiencing, Support Infomaniak may ask you to perform an action to grant temporary access to part of your content, strictly limited to this analysis context, to save time in diagnosing and avoiding unnecessary back-and-forth; in accordance with Infomaniak's privacy policy, no data will be used for other purposes.
• Only Infomaniak employees who will handle your support request will be able to access it from Infomaniak's controlled facilities.
• You can revoke this access at any time or wait 7 days for it to expire automatically.
• Various contents may be accessible (read below): authorizing access to one does not authorize access to the other - these are specific authorizations.
• You can also easily share a specific email.

Allow Support to access your content

In this regard, to allow Infomaniak to access a specific part of your services:

1. Click here to access the management of Support access to your products on the Infomaniak Manager (need help?).
2. Click on the toggle switch to allow access to the content of…
   1. … email addresses linked to the Web app Mail Infomaniak (online service mail.infomaniak.com).
   2. … folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. … discussions among the kChat products existing in the Organizations to which the current user belongs
      

Take screenshots…

… on Windows

Microsoft offers a software pre-installed for screenshots. But to do them manually:

1. Display what you want/need to transmit on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. Save your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of desired captures.

… on macOS

1. Press the "CMD" + "shift" (the upward-facing arrow — shift) + "3" keys simultaneously.
2. Every time you press these keys, an image file is created on your computer's desktop.

... on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons (the only two physical buttons) simultaneously.
2. Retrieve the screenshots in the "Photos" app on your device.

... on Android (for example Samsung, LG or Huawei)

1. Press the “Volume Down” button (on the side) and the lock button at the same time.
2. The captured image is automatically saved in a Screenshots folder in the gallery.

Popup Windows

To copy and paste an error message from a Windows popup as text, simply press the CTRL + C key on your keyboard to copy the message to the clipboard. You can then paste it (CTRL + V) into the body of the message you send to us.

Browser JavaScript console…

... on Windows

Chrome, Firefox and Safari: enter the key combination CTRL + SHIFT + i
Internet Explorer and Edge: press the F12 key

... on macOS

Chrome: enter the key combination ⌘ + ⌥ + J
Safari: enter the key combination ⌘ + ⌥ + C

1. Then, click on the crossed-out circle icon or similar to reset the log.
2. Display the page of your site that is experiencing the issue.
3. The console tab displays JavaScript errors and missing online resources.

This guide explains what a web host like Infomaniak is and specifies its role and limits of intervention.

Infomaniak, web host since 1996

According to Wikipedia, a web host is a company that provides Internet hosting for computer systems to individuals or entities that do not wish to do so themselves.

Infomaniak is also…

• … decades of experience in hosting and online solutions
• … more than a million users in Switzerland and Europe (CHF 36.5 million in revenue in 2022)
• … a company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001 and committed to sustainable development
• … 100% Swiss-made technological expertise with data hosted in Switzerland
• … a rich knowledge base and customer support available

Responsibilities and limits of intervention

As a web host, Infomaniak installs, secures, and keeps servers up to date, updates its web interfaces (Manager) and guides its clients in the use of services.

However, **Infomaniak does not intervene in the content of the servers or the development of websites**.

Technical support limitations

The technical support cannot help you with…

• … solve issues related to site development or its updates
• … implement solutions (migrations, complete installations)
• … manually install WordPress
• … take control of your computer remotely

but can assist you with…

• … solve issues related to the infrastructure or the Manager
• … clarify certain processes

A Premium support and a migration service are available for more demanding needs.

Find external help

For help with your site's content or organizing your emails, use the Infomaniak tender platform which lists over 1000 verified professionals, or consult the directory.

This guide explains how to recover recently lost emails, especially in case of accidental deletion by the user.

Preamble

• Infomaniak backs up the content of each email address once a day (usually early in the morning).
• It is therefore possible to restore the mailbox to its state on the day of the backup.
• ELEMENTS RECOVERED:‍
  • Emails no longer existing at the time of the restoration request will be returned to their original location.
  • Certain settings related to your email address (the "answering machine" section and the "redirection" section, among others) will also be restored if they have changed in the meantime.
• ELEMENTS NOT RECOVERED:‍
  • Moved but not deleted emails may not reappear in the expected location since they still exist somewhere in the email account's folder structure - you need to search for them.
  • The backup restoration does not include the calendar or the address book.
  • Emails that were not yet present or no longer existed at the time of the daily backup (also see the POP3 chapter below); example: an email received at 8 am, deleted at 9 am while the backup took place at 5 am.
• ELEMENTS NOT MODIFIED:‍
  • Emails received, created and stored in various folders (such as sent messages) during the interval (between the date you want to go back to and the date you perform the restoration) are not affected, they remain present.

Backup retention period

Once a full backup of your mailbox has been completed, Infomaniak makes it available to you for a certain number of days depending on your offer:

• my kSuite = 7‍ | my kSuite+ = 30‍
• kSuite Standard 1 max. user = 30‍ | kSuite Standard 2 min. users = 30‍ | kSuite Pro = 30‍ | kSuite Entreprise = 30‍
• Service Mail Starter = 7‍ | Service Mail 5 addresses min. = 7‍

By upgrading to a my kSuite offer, it is possible to recover a backup up to 30 days even if the 7 days have passed at the time of the upgrade.

Also refer to this other guide regarding the storage limits of your messages.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 7 days ago (or within the timeframe included with your offer - see above).
• Have permission to manage backups: 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 restore emails:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Check or select the email address in question from the dropdown menu on the left sidebar.
3. Click on Advanced actions.
4. Click on Restore:
5. Choose a Restoration date.
6. Click on Restore emails.
7. Once the restoration is complete, an informational email is sent.

Restore from Mail Service

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization that manages the Mail service.
• Ensure that the deletion occurred less than 7 days ago (or within the timeframe included with your offer - see above).

To restore emails from a Mail service:

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 email address concerned in the table that appears.
4. Click on the Actions on the address button at the top right.
5. Click on Restore emails:
   
6. Choose a Restoration date.
7. Click on Restore emails.
8. Once the restoration is complete, an informational email is sent to you.

Emails stored in non-conventional folders

If you store your messages in unusually named folders (for example, folders named Corbeille or Spam) please refer to the important information in this other guide on the subject.

Users of email software/client configured in POP3

If you usually check your email with a software/email client like Outlook and it is configured with the POP / POP3 protocol, it will not be possible to restore everything since the backup is done once a day, it only keeps the messages that were at the time of the backup in the Infomaniak inbox; the same applies to your other folders (Sent Messages for example) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not backed up; it is therefore better to prefer the IMAP protocol in your software/email client in the future.

This guide details the limitations specific to the my kSuite offer and the advantages of the my kSuite+ offer.

my kSuite limits only

The my kSuite offer has certain limits that my kSuite+ does not…

Email, contacts & calendars

• Disk space limited to 20 GB of storage for emails.
• No advanced mode in message sorting rules.
• "my kSuite" signature imposed.
• No email sharing link.
• One address book, one calendar.
• Emails, contacts, and calendars are backed up for up to 7 days (30 for my kSuite+).

kDrive

• 1 single kDrive drop box.
• 25 sharing links (and without duration, password settings…).
• Previous versions of your files are saved for 30 versions over 30 days (60 over 120 days for my kSuite+, some indefinitely).
• 30-day trash bin (60 for my kSuite+).
• No statistics.
• No PDF file editing/signature.

kMeet

• Max. 50 participants in a video conference (100 for my kSuite+).

Limitations of the my kSuite & my kSuite+ offers

Click on the links below to learn more:

• Offer limited to one address per account (linked to a European phone number).
• Available only for European / OECD countries (listed below).
• Must provide a valid mobile phone number to confirm registration.
• Limited number of daily email sends, mail redirections and unique recipients per message.
• No possibility to create aliases for your email.
• No customizable email signature.
• Email hold and scheduled sending: restricted features (no customization) on my kSuite and customizable with my kSuite+.
• 15 GB of Cloud storage with my kSuite, 1/2/6/12 TB with my kSuite+.

Registration for my kSuite / my kSuite+ is possible in:

1. Germany
2. Australia
3. Austria
4. Belgium
5. Canada
6. Chile
7. Colombia
8. South Korea
9. Costa Rica
10. Denmark
11. Spain
12. Estonia
13. United States
14. Finland
15. France
16. Greece
17. Guadeloupe
18. French Guiana
19. Hungary
20. Ireland
21. Iceland
22. Israel
23. Italy
24. Japan
25. Latvia
26. Lithuania
27. Luxembourg
28. Martinique
29. Mayotte
30. Mexico
31. Monaco
32. New Caledonia
33. New Zealand
34. Norway
35. Netherlands
36. Poland
37. French Polynesia
38. Portugal
39. Czech Republic
40. Réunion
41. United Kingdom
42. Saint-Barthélemy
43. Saint-Martin
44. Saint-Pierre-et-Miquelon
45. Slovakia
46. Slovenia
47. Sweden
48. Switzerland
49. French Southern Territories
50. Turkey
51. Wallis and Futuna

my kSuite+ Offer

The my kSuite+ offer allows to send more messages per day to a larger number of unique recipients at once.

To help you identify the my kSuite / kSuite offer best suited to your needs, refer to this other guide.

For sending emails to a large number of recipients, there is a Newsletter tool.

This guide details the security measures implemented for the Infomaniak email offers to detect abusive and abnormal use of an email address.

Preamble

• Upon written, justified and authenticated request, it is possible to modify these security rules for a specific paid email address.
• For sending emails to a large number of recipients, the Newsletter tool is the most suitable.
• These measures protect you from malicious use of your computer or your account.

Daily sending limits

The number of outgoing emails per 24 hours is limited to:

• my kSuite = 500‍‍ | my kSuite+ = 1440‍
• kSuite Standard 1 max. user = 100‍ | kSuite Standard 2 min. users = 1440‍‍ | kSuite Pro = 1440‍‍ | kSuite Entreprise = 1440‍‍‍‍
• Service Mail Starter = 100‍ | Service Mail 5 addresses min. = 1440‍‍‍
• Web Hosting (PHP Mail() function - unauthenticated sends) = 50‍ | Web Hosting (authenticated sends) = 1440‍‍

1 message sent to 2, 42 or 99 people in CC/BCC counts as respectively 2, 42 and 99 messages.
 

Other email limits

• Limits on the number of recipients per email sent
• Email size limits

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

Number of recipients per email

Regardless of the chosen email offer, whether it is 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 email addresses of the recipients (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 limits

• Outgoing email limits per 24 hours
• Email size limits

This guide details the limits of your email regarding size (message weight and disk space) set within the framework of Infomaniak's email offers and guides you on how to check the storage used.

Email box size limit

• The total volume of your emails is unlimited, whether in terms of the number of messages or the storage space they occupy.
• Only the my kSuite offer cannot exceed 20 Go of storage.

Limit on the size of each email

• The maximum size of an email for sending and receiving is 210763776 bytes, or 201 MB exactly.
  • This includes header and body (text, html, attachments, etc.) regardless of the means used for sending.
  • Note that an attachment can be encoded in base64, so its size in the email is not necessarily identical to its size on disk.
• With the Infomaniak Web app Mail (online service mail.infomaniak.com) the size limit for attachments is 25 Mo.
  • Beyond this and up to a limit of 3 Go, a link is generated and integrated into your message: the data is stored in Switzerland in the Infomaniak Cloud and your recipients will be able to use this link to easily download the attachments during a predefined period.
  • Beyond 3 Go (and up to 50 Go), it is recommended to use SwissTransfer directly for your sends.

Message retention period limit

• There is no time limit for message retention in the inbox or in subfolders, except for an email that would be deleted, marked as spam, or manually/automatically moved to the "Trash" or "Spam" folder (or any equivalent name such as "Deleted Items", "Deleted Messages", "Junk Mail", including spellings in another language, "Junk" for example - non-exhaustive list)… In this case, the email is automatically deleted after 30 days without possibility of recovery.

• Backups performed by Infomaniak have a retention period.
• It is not recommended to keep more than 4,000 to 5,000 messages per folder (slows down message indexing). It is therefore advisable to move your messages into subfolders, which also facilitates their consultation. You can do this manually or set up automatic sorting rules.

Display the total size from the Infomaniak Web Mail app

To do this:

1. Click here to access the Web Mail app (online service mail.infomaniak.com).
2. Check or select the relevant email address from the dropdown menu in the left sidebar.
3. Click on the action menu ⋮ to the right of the relevant item in the displayed table.
4. Click on Email Settings:
   
5. Click on Refresh in the Storage box to display the size of the mailbox:
   

Other email limits

• Limits on the number of recipients per email sent
• Outgoing email limits per 24 hours

What if there is still a problem?

In the case where your recipient's email address is not hosted by Infomaniak, you may receive an error message at the time of sending the email. This can take various forms, such as for example Recipient address rejected : 5.2.2 Over quota 554 5.0.0 Service unavailable.

This may indicate that your recipient's mailbox is full and they can no longer receive emails, or that the email you are trying to send is too large.