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 ksuite.infomaniak.com/mail).

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 on incoming and outgoing mail.
• Automatic sorting of incoming messages (filters).
• Sending large attachments.
• Permanently saved.
• kDrive sharing.
• Secure and respects your privacy, hosted in Switzerland by a neutral and independent company.

How to start Mail Infomaniak?

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. If necessary, attach the email addresses to be managed with Mail Infomaniak.

What would you like to do next?

1. Access app 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 using the mobile app Infomaniak Mail (app for iOS / Android smartphone or tablet) designed by Infomaniak.

Download the Infomaniak Mail mobile app

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

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

On a computer, you can configure your email address with third-party software or use the web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).

Getting started with the app

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

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

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

Limitations of the Infomaniak Mail mobile app

• Intended only for messaging hosted by Infomaniak.
• Minimum and supported iOS version: v16.4
• No push notifications with the version available on F-Droid.

A question or feedback?

• Contact Infomaniak support
• Click here to share feedback or a suggestion on an Infomaniak product

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

Preamble

• Infomaniak Support may ask you to grant temporary access to part of your content.
• This access is strictly limited to the analysis context and is used solely to identify the source of the problem encountered.
• It saves time in diagnosis by avoiding unnecessary back and forth.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes.

Authorize Support to access a type of content

To authorize Infomaniak to access a specific part of your services (authorizing access to content never opens access to others; each authorization is specific and independent):

1. Click here to access access management on the Infomaniak Manager.
2. Click the toggle switch to authorize access to the content of…
   
   1. … email addresses linked to the Web Mail app Infomaniak (online service ksuite.infomaniak.com/mail).
   2. … folders among the existing kDrive(s) in the Organizations of which the current user is a member.
   3. … discussions among the existing kChat product(s) in the Organizations of which the current user is a member.

With kSuite, you can also do this by clicking here or proceed as follows to get there:

1. Click on the Settings icon ‍ at the top right of your kSuite window.
2. Click on Support in the left sidebar:
   

Who can access it?

• Only Infomaniak employees directly handling your support request.
• Access is only from Infomaniak's controlled facilities.

Duration and control of access

• You can revoke this access at any time.
• Otherwise, it expires automatically after 7 days.

Taking screenshots…

… on Windows

Microsoft provides a pre-installed software dedicated to screenshots. But to do it 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), do "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 hollow arrow up — caps lock) + the "3" keys simultaneously.
2. Each press on these keys creates an image file on your computer's desktop.

… on iOS (iPhone, iPad...)

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

… on Android (e.g. Samsung, LG or Huawei)

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

Windows Popup

To copy-paste an error message present in a Windows popup as text, a simple press on the CTRL + C key on your keyboard is enough to copy the message to the clipboard. You will then be able to paste (CTRL + V) it in 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 affected by 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 1 time per day (usually early in the morning).
• It is therefore possible to restore the mailbox as it was by going back to the day of the backup.
• RECOVERED ELEMENTS:
  • Emails no longer existing when you request the restoration will be returned to their original location.
  • Certain settings related to your email address ("answering machine" and "redirection" in particular) will also be restored if they have changed in the meantime.
• NON-RECOVERED ELEMENTS:
  • Emails moved (to a subfolder, including the trash) and not deleted will not necessarily reappear in the expected place since they still exist somewhere in the email account hierarchy - you need to search for them.
  • The backup restoration does not include the calendar or the address book.
  • Emails not yet present or no longer existing at the time of the daily backup (also see the POP3 chapter below); example:
    • Restoration of a backup (dated 5 AM) requested at 10 AM to recover an email that arrived at 8 AM that the user accidentally deleted at 8:05 AM, while emptying the trash at 9 AM.
    • This email arrived at 8 AM, so it was not yet present in the 5 AM backup.
• NON-MODIFIED ELEMENTS:
  • Emails received, created, and stored in the various folders (sent messages, for example) 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 made, 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 user max. = 30 | kSuite Standard 2 users min. = 30 | kSuite Pro = 30 | kSuite Enterprise = 30
• Service Mail Starter = 7 | Service Mail 5 addresses min. = 7

By upgrading 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 offer change.

Also refer to this other guide regarding the limits of message retention.

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 Mail Infomaniak Web app (online service mail.infomaniak.com) to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account.

To restore emails:

1. Click here to access the Mail Infomaniak Web app (online service mail.infomaniak.com).
2. Click on the Settings icon in the top right corner.
3. Check or select the email address concerned in the dropdown menu of the left sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restoration date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an informational email is sent.

Restore from the Mail Service

Prerequisites

• 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 the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the button Actions on the address 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 information email is sent to you.

Emails placed in the trash

Unless otherwise configured, an email deleted by the user is moved to a trash can, and it is only after a delay of several days or weeks that the trash can is automatically emptied (it can also be emptied by a user click). Therefore, during a restoration operation:

• Emails currently in the trash will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were when they were deleted (whether in the inbox folders, or in the trash).

Emails placed in non-conventional folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam) take note of the important information in this other guide.

Software/email client configured in POP3

If you are used to checking your email with software/email client like Outlook and the latter 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 goes for your other folders (Sent Messages for example) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not saved; it is therefore necessary in the future to prefer the IMAP protocol in your software/email client.

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 imposes certain limits that my kSuite+ does not…

Mail, 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.
• 1 single address book, 1 single calendar.
• Emails, contacts, and calendars saved up to 7 days back (30 for my kSuite+).

kDrive

• 1 single kDrive drop box.
• 25 kDrive sharing links (and without duration, password settings…).
• Retention of previous versions of your files: 30 versions over 30 days (60 over 120 days for my kSuite+, some of which are permanent).
• 30-day trash (60 for my kSuite+).
• No statistics.
• No editing/signing of PDF files.

kMeet

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

Limitation of my kSuite & my kSuite+ offers

Click on the links below to learn the details:

• Offer limited to one address per account (linked to a European phone number).
• Obligation to indicate a valid mobile phone number to confirm registration.
• Limited number of daily email sends, email redirections and unique recipients per message.
• No possibility to create aliases for your email.
• No customizable email signature.
• Email on 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 only possible for individuals residing in OECD member countries (official list), namely:
  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 and 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 you 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.
• The my kSuite, Mail Starter service, and free kSuite Standard (1 user) offers are limited to 20 GB of email 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.

This guide details the two main types of identifiers. They are distinct, even if the email address can be the same.

Infomaniak Account vs Email Address

Here is a summary of these 2 types of identifiers:

What to do in case of connection issues?

It is not necessary to contact Infomaniak Support (who does not have any of your passwords)…

• Issue with the Infomaniak account? Reset the account password.
• Issue with an email address? Test the address/password pair then, if necessary, reset the email password.

Explanations

1. Like many other online services, you registered with Infomaniak using a personal email address.
2. This personal email address serves as your login identifier when you want to access Infomaniak services.
3. This login identifier has its own password (set when creating your Infomaniak user account – your personal email address, see above).

There is no link between…

• … this identifier/password pair described in points 1/2/3 above…
• ... and the email addresses you have created or obtained subsequently from Infomaniak.

A link could exist if the address is identical (for example, you signed up with the email address toto@abc.xyz and you also manage this same email address at Infomaniak) but even in this case, the password will very likely be different — once for the login identifier toto@abc.xyz and once for the email address toto@abc.xyz.

Unified passwords?

Assume that within the Mail Service you own in your Infomaniak account, you create an email address named julie@entreprise-familiale.xyz (password 123-Abc).

If then an Infomaniak account…

• ... is created with this same address (julie@entreprise-familiale.xyz – regardless of the password)…
• ... is the only account to access the email address julie@entreprise-familiale.xyz via mail.infomaniak.com…
• ... has the necessary permissions to change the password of this email address…

... then the password unification will be proposed when you attempt to change the password of this email address from the relevant Infomaniak account.

Other identifiers?

Acquiring other Infomaniak products involves obtaining other identifiers, such as those required for FTP, MySQL, SSH, WebDAV connections, etc., but these identifiers are entirely independent of the two types described above.

This guide explains how to create an email address from the Infomaniak Mail Service, the powerful and secure solution for hosting your email addresses.

Preamble

• To create multiple email addresses in bulk, refer to this other guide.
• To create “virtual” addresses used for redirection, refer to this other guide.
• Refer to this other guide if you are looking for additional information about invitations to use a new address (point b below) or an existing address.

Create an email address

Prerequisites

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

Then, to add the email address of your choice:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Click on the blue button Create an email address at the top right:
   
4. Enter the desired email address (only what comes before the at sign for example your first name — the domain name is already specified and any aliases are visible by hovering over the information icon ⓘ):
   
5. Click on the Continue button.

Then…

… depending on the intended use, choose the user concerned by the creation of the address...

a. ... yourself (simple and quick)

In this case, the assistant will ask you to choose a secure password.

Then the email address is…

1. ... created ...
2. ... automatically added to the user's currently connected Infomaniak Mail web app...
3. ... and immediately available to work in any email software / client.

Note that any subsequent password change will cut access to the address everywhere (+ prompt to enter the new password) except on the original Mail app, i.e., the one from the account used to create the address on the Mail Service (point 2 above).

b. ... one or more other users

In this case, click on the displayed text field and ...

• ... select 1 or more existing users already on the same Organization, including yourself if you wish:
  
  • If necessary, specify the users' permissions (automatically taken from the global configuration), including whether or not they have permission to change the password later:
    
  • You can modify the user's permissions at any time from your Mail Service.
  • You will then need to select a signature template and click on Continue.
  • That's it, a randomly generated password will appear on your screen.

• ... or select the email address you are currently creating (but later, you will need to access it in some way to get the invitation)
• ... or enter the email address the user already has (for personal use, for example):
  
  • In these 2 cases, you need to choose, under Advanced Options, how the user will connect to their new user account:
    • either a connection with an identifier that will be exactly matching the created email address
    • or a connection with the identifier of their choice (a personal email address, for example)
  • If necessary, specify the users' permissions (automatically taken from the global configuration), including whether or not they have permission to change the password later:
    
  • You can modify the user's permissions at any time from your Mail Service.
  • You will then need to select a signature template and click on Continue.
  • That's it, a randomly generated password will appear on your screen unless you have invited a user to their personal address by forcing them to log in with the created address.

c. ... “I DON'T KNOW”

The steps will be exactly the same as in point a. above except for point 2 (no automatic addition to Infomaniak Mail).

Additional actions (button ‍)

Click on the chevron ‍ to the right of the Create an email address button to access additional actions:

1. Create a generic email address of type:
   1. no-reply (for sending confirmations, validations, invoices, etc.)
   2. catchall (allows receiving all messages for which there is no specific email address on your domain)
2. Create multiple email addresses: allows creating multiple email addresses at once using a CSV file.
3. Create “virtual” addresses used for redirection.
4. Import content from other email addresses.

Delete one or more email addresses

To remove an email address (its content will be destroyed):

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product in question.

Once in front of the email address table:

A. Delete one address at a time

1. Click on the action menu ⋮ located to the right of the item in question.
2. Choose to delete the email address.

B. Delete multiple addresses at once

1. Select the addresses to delete by checking the boxes to the left of the line.
2. Click on Delete at the bottom of the screen.

This guide explains which protocols and ports can be used with Infomaniak's email services (Service Mail in particular).

Mandatory ports and parameters

When this is requested during a software or email application configuration, use only these parameters:

If you specify other indications, email errors may occur.

Other supported but not recommended protocols

• port 143 (standard port for receiving messages via IMAP)
• port 110 (standard port for receiving messages via POP3)‍
• port 995 (secure port for receiving messages via POP3s)
• port 587 (alternative port not recommended for sending messages via SMTP)
• TLS authentication on SMTP ports 587 and 25
• STARTTLS authentication for IMAP, POP3 and SMTP
• SMTP authentication (either LOGIN or PLAIN)

The Infomaniak API does not offer any email connection as IMAP and SMTP are the "APIs"; to this end, use a Python library such as https://docs.python.org/3/library/email.examples.html and https://docs.python.org/3/library/imaplib.html or any library using IMAP and SMTP.

To display emails from php:
imap_open("{mail.infomaniak.com:993/imap/ssl}", $email, $password);

The MTA-STS mechanism is not implemented or verified, Infomaniak using instead DANE which guarantees an encrypted connection under these conditions:

• The client sends an e-mail to a domain that has DANE.
• The client receives an email from an SMTP server that uses DANE.
• In all other cases, it will be a random connection that does not guarantee 100% that the connection will be encrypted.

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 an email address in a software/email client.

Introduction

• Generally, a mail error message is the result of…
  • … an incorrect configuration of the domain name used with your email,
  • … an issue with your recipient's (mail provider).
• In any case, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.

Searching for and identifying the email 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 passage 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 recipient is visibly suspended by their email 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 to be 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 record if your website is hosted with 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 that 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 some time, then try sending the message again later. If the problem persists, contact the recipient's technical support for help.

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 check if the message has been filtered into the junk mail 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 one of your email addresses has been recently and involuntarily exploited 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 have no storage size limit.

Part of their network is on our block list

If the error message (usually obtained after sending from an online tool, placed on the server where your website is hosted, for example a order confirmation from Prestashop or another online store that 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 is sent 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 sendings.

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 tried to connect to your contact's mail server to send the message but was unable to do so for an undetermined reason. This error message specifies that the Infomaniak server will continue to attempt to send your message for the period specified in the error message. If, after this delay, 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 contact did not receive it.

Greylisting Delay

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

Malware message rejected

This error Malware message rejected 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 "forward" message, for example). You should try resending the message from the Web app Mail Infomaniak (online service mail.infomaniak.com) instead of a mail application, and remove any content that may cause this error.

Message Size Exceeded / File Too Large

These errors Message Size Exceeded / File Too Large 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 error Rate Limit Exceeded occurs when the sender exceeds the allowed frequency or volume limit set by the recipient's mail server. Mail servers may impose these 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 error The message contains a unicode character in a disallowed header may appear if you have inserted a special character like a heart ♥ e.g. 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.

This guide explains how to access your emails hosted by Infomaniak from your devices.

Refer to this other guide if you are looking for information on synchronizing your contacts & calendars.

Quickly access your mailbox

• Use the mailbox directly in a web browser thanks to the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail)…
• Download the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet)…

Synchronize emails on all your devices

• Click here to open the Infomaniak assistant to configure the synchronization of your devices (macOS, Windows, Linux, Android, iOS) and common mail software/clients (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.).

Specific guides

OS	Application to synchronize
	Outlook New / Microsoft 365 MSO / 2019 ( Windows)
	Outlook Microsoft 365 MSO ( macOS)
	Apple Mail (configuration profile macOS)
	Apple Mail (configuration profile iOS: iPhone, iPad, etc.)
	Mail ( Android: Huawei, Samsung, Sony, etc.)
+	Outlook ( iOS + Android)
++	Gmail ( iOS + Android + web browser)
++	Mozilla Thunderbird

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 to send emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same parameters as the incoming server" or depending on the software/messaging clients, enter a username (= full & complete email address) and its password.

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

In case of problem

• POP3 Protocol not recommended‍ (POP server = mail.infomaniak.com and POP port = 995 with SSL).
• Refer to this other guide if you encounter errors, to check the essential points!

Modify a mail password

You can modify a password of an email address:

• from the Manager under Mail Service
• from the Infomaniak Mail Web app (online service mail.infomaniak.com) directly.

Apply the new mail password

You will then need to update your applications & devices on which the email address (whose password has been modified) was installed and connected. Refer to these specific guides:

• Apple Mail (macOS / iOS)
• Android Mail / Gmail (different versions)
• Microsoft Outlook (different versions)
• Windows Mail / Mail
• Mozilla Thunderbird

You don't manage your emails with Infomaniak yet?

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and Mail / ksuite.infomaniak.com) in case of forgetting your password or Infomaniak account login ID.

Preamble

• To log in within an Organization that manages one or more Infomaniak products, go to manager.infomaniak.com and enter the following information:
  1. A login email address (ID for the Infomaniak account).
  2. The password chosen when you signed up.
  3. A additional code if 2FA (two-factor authentication) is enabled.
• If you can log in to the platform but need a password for one of your email addresses, refer to this other guide.
• If you are having issues displaying the login form, especially on a mobile device, refer to this other guide on the subject.

You have forgotten...

... the password for the Infomaniak account

If you have forgotten this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter the login email address for your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You do not have access to any option”.

... the login email address for the Infomaniak account

When you signed up, you provided a phone number; it is possible to retrieve the login email address for the Infomaniak account using your phone number:

1. Click here to retrieve your login email address for the Infomaniak account.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two scenarios are then possible:

1. The system can identify your account: choose how to receive your Infomaniak account login ID.
2. In the opposite case: follow the on-screen assistant to manually verify your identity or via kCheck:
   

And if the email address no longer exists...

If you have an Infomaniak account for which the login ID is of the form toto123@yahoo.com, there is no problem if the email address toto123@yahoo.com is deleted or is no longer valid, you just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and take note of this other guide to modify your Infomaniak account login email address.

On the other hand, if the email address used as an identifier is hosted by Infomaniak (for example anna789@assoziation.ch) and an administrator deletes the email address in question or terminates the “assoziation.ch” Mail Service, the situation is different: you automatically receive an email on the secondary address and an SMS on the mobile phone number specified in your Infomaniak account:

Connection using your old "email address / password" pair will no longer work. You need to follow the SMS instructions:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a sequence of numbers).
3. Enter the usual password (it has not changed).
4. Enter the new requested information.
5. You will be logged in to your account again.

The following animation shows this procedure called "Infomaniak-Recovery" (or "connection address in the process of changing" at the kSuite user level):

1. Connection impossible with the old identifiers…
2. Connection mandatory using the SMS information…
3. And updating the information for reconnection:
   
   

This guide explains how to create an alias, that is, a variant of your usual email address without having to add a new address to your existing Mail Service.

Preamble

• The number of aliases per email address is limited to 1 for free email addresses (Mail Starter service and kSuite Standard with 1 free user) and to 50 for other paid plans.
• To modify what comes after the at sign @, use alias domains.
• An alternative feature is presented here.

Alias operation

It is possible to create alternative versions of your email addresses, by modifying what comes before the at sign @.

For example:

• john-peter.smith@domain.xyz is a long email address...

It can be shortened and used as follows:

• jps@domain.xyz

In this example, you must therefore create an alias "jps" on the address "john-peter.smith".

Then if someone writes to jps@domain.xyz, their message will arrive in the main address inbox (john-peter.smith@domain.xyz).

If someone writes to john-peter.smith@domain.xyz AND jps@domain.xyz in copy (CC), their message will arrive twice in the main address inbox (john-peter.smith@domain.xyz).

Add an alias from the Infomaniak Web Mail app

Prerequisites

• Have permission to manage aliases: if you had been invited to the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail‍) to manage your address, it is possible that the Mail Service manager has removed this right from their admin account.

Next, to add an alias:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍‍ at the top right.
3. Check or select the email address concerned in the dropdown menu of the left sidebar.
4. Click on Alias:
   
5. Click on Add an alias to create a variant of your email address.
6. Enter the desired alias (what comes before the at sign @).
7. Click on Add:
   

Add an alias from the Mail Service

To access the Mail Service:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the Alias tab or from the left sidebar on Alias.
5. Click on the blue Add an alias button.
6. Enter the desired alias (what comes before the at sign @):
7. Click on Apply to save the changes:
   

This guide helps you find solutions if you send an email from an address hosted by Infomaniak and the message ends up in the Spam folder (junk mail) of your recipient.

Using email effectively

Infomaniak stands out among the leading providers in the market thanks to enhanced systems ensuring the security and good deliverability of emails. As long as the basic rules are also respected on your side, there is little risk of seeing your message end up in the recipient's junk mail. To do this:

1. Use a valid email address

Ensure that your email address and its domain are correct and valid; check the security parameters of your domain. If you correct a parameter, wait 24 hours before trying to send again.

2. Avoid suspicious content

Whether in the subject line or the body of the email, avoid using words or phrases often associated with spam, generic messages, overly complex layouts, and unsafe or poorly formatted internet links. Personalizing an email by using the recipient's name enhances the legitimacy of your messages.

Sending suspicious attachments or large files can lead to the Spam folder; use SwissTransfer for example.

3. Test sending from the Infomaniak Web Mail app

If you send your messages from an email software/client, try using the Web app **Mail** Infomaniak (online service mail.infomaniak.com) to compare the results and more precisely identify the source of the spam issue.

4. Reputation of the custom domain

If you send emails from an address @domain.xyz and for some reason this domain has recently acquired a " bad reputation", your email will be impacted and may be considered Spam by different providers. You need to address the reasons that led to the depreciation of your domain name.

5. Obtain consent

Make sure you know the person you are writing to or at least send to a user likely to expect your message so that they do not mark it as Spam. For grouped and/or regular sends, voluntary subscriptions reduce the risks of being classified as spam; also consider the Newsletter Infomaniak solution.

6. Optimize the sending frequency

An excessive volume of emails sent to multiple recipients of the same provider may be considered spam. Respect a reasonable frequency when sending your emails.

7. Get added to Infomaniak's whitelist

If you regularly send emails to a recipient also hosted by Infomaniak, and your messages are suddenly considered Spam, your contact can add your email address to the whitelist to allow your mail to reach their normal inbox. However, it is important to pay attention to the reasons that led your messages to spam, as not everyone will be able to whitelist your address.

This guide concerns the mobile app kCheck (application for iOS/Android smartphone or tablet), created to simplify identity verification procedures and strengthen the security of your Infomaniak account.

Preamble

• For security reasons, to ensure the identity of the person making a specific request to Infomaniak, an identity verification procedure may be triggered in the following cases (non-exhaustive list):
  • user password forgotten
  • login email address forgotten
  • deactivation of two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • during the first transfer of revenue for the product Billetterie
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This app allows you to securely transfer the requested items.
• Infomaniak respects your privacy: the information transmitted via the kCheck application will be kept until your file is fully processed; it will in any case be automatically deleted after 72 hours if this request is not processed.

Start the identity verification

Prerequisites

• A QR code or a link provided by Infomaniak.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An internet connection on the mobile device.

You can then have your identity verified with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Press Scan a QR code.
4. Point the QR code at the camera.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Enable location services (required to continue the procedure).
8. Select the type of ID you have (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie (of yourself) holding your ID in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are processed on a priority basis with an average response time of 2 hours during opening hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When you place your order, an email is sent to the email address associated with your Infomaniak Manager account. This email contains the procedure to unblock your order. If you cannot find it, you can resend it from your Manager by clicking on Resend procedure from the red banner‍ informing you of the blockage.

Prerequisites

• Open the email containing the unlocking procedure.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An internet connection on the mobile device.

You can then start the unlocking procedure with kCheck:

1. Launch the kCheck app on your mobile device.
2. Tap Start.
3. Press Scan a QR code.
4. Scan the QR code in the email.
5. Follow the unlocking procedure to the end.

Special cases

• If you do not respond within 10 days, the order will be automatically canceled and the payment will be fully refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.

This guide will help you resolve an issue if you received, after sending an email, a message with the failure reason "Spam Message Rejected" or "5.7.0 AV: Message is rejected by headers rule filter.. 554 Please check the message and try again"...

Must be checked absolutely

Check that your email did not contain:

• words or phrases that are often associated with spam, as it could be identified as an unwanted message and rejected
• any unusual indication in the signature, a incorrectly formatted link (http//.domain.xyz for example), etc.
• an attachment with one of these forbidden 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 (e.g., js or exe) and confirm it is virus-free, store it on your hosting space and create a link to it (if the file is large and you are sending it from the Web Mail Infomaniak app (online service mail.infomaniak.com), it will be placed on a temporary server allowing it to be sent to your recipient, who will receive a download link in this case) or via Swisstransfer.com.

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

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