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This guide explains how to obtain your email address(es) from the Swiss host Infomaniak.
Preamble
- Except for certain free offers, an email address at Infomaniak is always created within a Mail Service, and this Mail Service revolves around a personalized domain name that must exist and be configured for the email to work.
- Example: you want the address
jean.dupont@domain.xyz
then you need to:- Own the domain name β
domain.xyz
β. - Get a Mail Service β
domain.xyz
β. - Create the email address β
jean.dupont
β.
- Own the domain name β
- All of this is offered and requested during the ordering process on infomaniak.com (read below), preceded by the creation of a mandatory user account (for which you will need to provide your personal email address, or an address that already exists in all cases).
- If the corresponding domain name is already registered with an external registrar, you will need to enter the correct MX record in the DNS zone if necessary.
Order email addresses at Infomaniak
Before or after your registration:
- Click here to choose the offer that suits you and follow the process to start using the email services.
- Once the Mail Service is ordered, you will be able to create email addresses and associated passwords.
Add an additional Mail Service
To add a new Mail Service (to get new addresses on another domain):
- Click here to access the management of your product on the Infomaniak Manager (need help?).
- Click on the shopping cart icon above the displayed table:
Increase the number of available email addresses on an existing Service Mail
To increase the quota of available addresses if necessary, refer to this other guide.
Once the Mail Service is activated
β’ Create your email addresses.
β’ Set up your emails on your computer and devices.
β’ Sync your contacts & calendars on your devices.
β’ Retrieve the content (including that from another provider).
This guide explains howβ¦
- β¦ activate incoming mail filtering
- β¦ automatically sort promotional messages
- β¦ report certain fraudulent messages
β¦ to reduce unwanted or excessive messages on an email address managed by Infomaniak.
Solutions to exclude, sort, and filter incoming emails
Automatic filtering methods
- Refer to this guide to use the folder by activating the spam filter (it can be deactivated).
- Refer to this guide to use the and folders by activating the advertising & social networks filter.
Manual methods
- Refer to this guide to report an incoming message that was not detected as spam (advertisement / unsolicited contact).
- Refer to this guide to report an incoming message that was not detected as phishing (fraud / deceptive fake email).
- Refer to this guide to block or allow specific email addresses or even entire domains.
- Refer to this guide to define your own sorting and classification filters ('Sieve language') for incoming mailβ¦
- β¦ this will allow you to filter messages sent to a temporary alias that you can create to protect yourself when registering on the Internet, for example.
If you are facing a wave of spam or unusual messages, refer to this other guide to perform some checks.
If your own sent messages are often mistakenly classified as spam, refer to this guide to perform some checks.
This guide helps you solve various issues related to the implementation and use of a DMARC policy with your email.
Refer to this other guide if you encounter a DMARC issue specifically when using Google services.
DMARC error or rejection...
...during a redirection even though the initial destination address was able to receive the email (SPF error)
Email redirection without SRS causing an SPF error
Let's say you have set up an email redirection from your email address "user@example2.com" to your new address "user@yourdomain3.com", without using SRS. When someone sends an email to "user@example2.com", it is automatically redirected to "user@yourdomain3.com". Example:
- sender: john.doe@gmahoo1.com
- initial recipient: user@example2.com
- final destination: user@yourdomain3.com (SPF error)
In schematic termsWhen John sends an email to "user@example2.com", the email is redirected to "user@yourdomain3.com". However, the mail server of "yourdomain3.com" still sees the email as coming from "john.doe@gmahoo1.com".
In detailWhen John sends an email to "user@example2.com", the email is redirected to user@yourdomain3.com" that is to say that the envelope sender address will remain john.doe@gmahoo1.com but the envelope recipient address will be changed to user@yourdomain3.com.
This will generate an SPF error, because the SPF of the gmahoo1.com domain does not authorize the IP addresses of the example2.com SMTP servers to send emails for its domain.
This SPF error will cause the DMARC rejection.
If you want the redirection to work without error, it is necessary for the provider of the email address that is redirecting to perform the redirections with SRS.
How does email redirection work at Infomaniak?
When you receive an email on an Infomaniak address and it is redirected to another email address, the sender's email address is rewritten to reflect the redirection. Thus, the recipient's mail server sees the email as coming from your own domain.
In summary, the use of SRS in email redirection helps maintain the integrity and security of emails while ensuring that authentication mechanisms such as SPF and DKIM remain valid.
...related to an incorrect DNS entry
Malformed DMARC Record: if the DMARC record is not correctly formatted, this can cause errors. Make sure that the tags and values are correctly specified.
Invalid DMARC Policy: errors may occur if the specified DMARC policy is not correct. The possible values for the policy are "none", "quarantine" and "reject". An incorrect value can cause issues.
Multiple DMARC entries: having more than one DMARC entry in the DNS zone is considered an error.
If you have multiple DMARC records, mail servers may interpret this differently, which can lead to unpredictable behavior. Fix this by consolidating your DMARC settings into a single entry.
Check your current DMARC entry using dedicated tools like those below:
...related to a send that does not comply with SPF and/or DKIM
A DMARC error or rejection related to SPF or DKIM can occur if the SPF or DKIM authentication mechanisms are not correctly configured or if they are not aligned with the domain's DMARC policy.
This can for example happen if you send an email from your Infomaniak email address using another provider's SMTP server. To resolve this issue:
- Check the overall security of the Mail Service.
I send an email from my Infomaniak address and I receive an error email of type "Reject DMARC
To resolve this issue:
- Check the overall security of the Mail Service.
- Perform a send test from the Webmail mail.infomaniak.com and/or check the server settings of the email software/client.
I send an email from an external email address (Microsoft, Google, Yahoo, Orange, β¦) and Infomaniak rejects my email with a DMARC error
To resolve this issue:
- Check with the sender's email provider to ensure that emails are sent according to their configuration recommendations and, if necessary, contact the sender's email provider for more information.
I want to receive an email at my Infomaniak address but the sender informs me that they receive a DMARC error when sending to my address
To resolve this issue:
- In this case, the email was blocked due to a violation of the DMARC policy that the sender has implemented on their domain; it is necessary for the sender to contact their email provider or the administrator of their service to inform them of the situation.
This guide explains why you might receive an automatic security email regarding your Infomaniak user account.
Preamble
- Warning: fake messages are circulating and imitating the Infomaniak security email.
- If you are unsure about the authenticity of the warning, access the Infomaniak Manager and check recent activity instead of clicking on any potentially malicious link that might be present in the fake message.
Automatic prevention messages
Connection from a new location
A security email is automatically sent when a new connection to your account occurs from a new location:
This can notably happen if you are using your browser's private browsing mode or if you are accessing your account from a new computer.
If you receive this email immediately after logging into your Infomaniak account yourself, you can safely ignore the connection warning!
Login attempt (wrong password)
A security email is automatically sent when someone enters an incorrect password after entering the email address to log in to the Manager:
See recent activities on the Manager
You can find the recent activities of the platform and configure them in the user account settings:
If you notice actions on your Infomaniak account that you do not think you performed, and/or in case of suspected intrusion:
- Familiarize yourself with this other guide to quickly secure your tools.
- Enable two-factor authentication on your account to enhance its protection and ensure that only you receive a unique code authorizing the connection.
- Change the password of the Manager.
- Change the password of the email addresses linked to Mail Infomaniak.
This guide explains how to change your mobile phone number (used in case you forget the password to access your Manager).
Preamble
- Refer to this other guide if you wish to modify the email used as the login identifier for the platform or this other guide to modify your personal details.
Change the mobile phone number
To change the mobile phone number associated with your user account:
- Click here to access the security information management on the Infomaniak Manager.
- Click on Edit in the Recovery Phone box:
- Enter the country code, the new mobile phone number, and your Manager login password if necessary, then click the Next button to save:
This guide details the various ways to send an email to multiple recipients, including hiding the email addresses of other participants.
Introduction
- When you send emails, it is sometimes necessary to include multiple recipients using the fields:
- Γ
- CC :
- French: Carbon Copy
- English : Carbon Copy
- BCC :
- French: Blind Carbon Copy
- English : Blind Carbon Copy
- Do not overload the To and CC fields with recipients who are not directly concerned by the email.
- Use the BCC field to protect the email addresses of recipients when there are multiple people on the list.
- For multiple, recurring and/or important sends, beyond the imposed limits, it is recommended to use suitable tools instead:
Understanding and using these 3 email fields
The To field
This field is used to indicate the main recipient(s) of the email, those who receive the email as a direct copy.
- Use this field for the main recipients who are directly concerned by the content of the email.
- Examples: work meeting, project report, direct communication with a client.
The CC field
Used to send a copy of the email to other people in addition to the main recipients. All recipients can see who received a copy of the email.
- Use this field to include secondary recipients who need to be informed but are not the main actors in the discussion.
- Example: inform a supervisor about a conversation, include colleagues interested in the subject without them needing to intervene.
The BCC field
Used to send a copy of the email to people without the other recipients knowing that they have also received it.
- Use this field to include recipients who need to receive the email without the other recipients knowing.
- Example: sending an email to a group with a supervisor in BCC for follow-up, avoid disclosing email addresses to all recipients (often used in mass emails).
Using the available fields on Mail Infomaniak
To access the appropriate fields in your Infomaniak mailbox:
- Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
- Click on β New message.
- Click on CC & BCC to display the fields that will allow you to enter the email addresses of your recipients:
Usage examples
Each of these fields has a specific function and can be used strategically depending on the context of your communication. Be transparent and ethical in the use of the CCI field to avoid misunderstandings or conflicts:
- Team Communication
- To: main project members
- CC: Project Manager, other concerned departments
- BCC: Director for information without direct intervention
- Marketing email
- To: do not use (or simply indicate the sender's email address)
- CC: do not use
- BCC: list of subscribers to protect individual email addresses
- Important announcement
- To: main recipients (e.g.: directors)
- CC: board members, key collaborators
- BCC: other stakeholders for confidential information
- Meeting announcement
- To: John Doe, Jane Smith
- CC: project.manager@company.com
- BCC: director@company.com
- Event invitation
- To: main guests
- CC: coordination@event.com
- BCC: secondary guest list (to protect email addresses)
This guide explains how to enable two-step verification, also known as two-factor authentication (2FA) or multi-factor authentication, to secure your connection to your Manager Infomaniak.
Preamble
- This two-step verification protects your account and personal data with your chosen password and a second method of identity verification, such as a code obtained on your mobile device.
- If a malicious person were to crack or steal your password, they would still need a validation code that only the legitimate user can obtain on their mobile device.
- Refer to this other guide if you are an administrator of an Organization and wish to enforce 2FA on all users who have not yet activated it.
Enable two-step verification
To increase the security level of your Infomaniak account:
- Click here to access the management of two-step verification on the Infomaniak Manager.
- Display and choose the authentication method from:
- The app kAuth for iOS / Android devices to simply tap a push notification YES / NO to authorize or deny the connection
- Any OTP application to obtain a unique connection code at a given time
- YubiKey (from Yubico)
- SMS reception (only for countries CH / FR / BE / DE) to obtain a unique connection code at a given time

Follow the on-screen instructions to complete the procedure.
Keep the backup codes safe.
Be mindful of existing synchronizations
Once strong authentication is activated, to access certain tools (such as synchronization tools) it is necessary to create application passwords.
There is no need to call Infomaniak as they do not have any of your codes & passwords in their possession. For any help request regarding 2FA, refer to this other guide.
Authenticate on every browser opening
To request not to save cookies when closing browser windows, and thus request authentication each time you access the Infomaniak Manager when you restart the browserβ¦
... on Chrome
Specify in Google Chrome settings (chrome://settings/content/siteData to paste into the address bar or refer to the official documentation) the address [*.]infomaniak.com
:
This guide explores the concepts of email address hijacking, spoofing, and spam that appears to come from your own email address.
Has my account sent spam?
It is possible that you receive spam that appears to come from your own email address. Rest assured that this spam is intended solely for you and will not be sent to your contacts from your address. Your email account remains secure, and its integrity is in no way compromised.
To reduce the presence of these messages in your inbox, check if your own email address is on the whitelist of your anti-spam filter. If it is, you need to remove it from this list.
I am receiving mass sending errors
Spammers use various tactics to hide the true source of their messages. They often alter the sender's address, either by creating it or by randomly selecting it from lists of existing addresses, making it difficult to trace the real origin of the message. Imagine if anyone could impersonate you by sending a postal letter with your address on the back of the envelope. Similarly, spammers can impersonate you by using your email address as the sender, aiming to bypass anti-spam filters and reach their target audience.
When you frequently receive error messages indicating the failure to deliver alleged spam, it is possible that these messages were not actually sent from your account, but merely made it seem as though they came from your email address.
These messages can be sent in two ways: either from insufficiently secured mail servers, exploited by spammers until the vulnerability is detected and fixed, or by Trojan horses infecting hundreds of thousands of computers around the world. These computers, often referred to as "zombies," send messages almost automatically, without the knowledge of their owners, at the simple request of a spammer, following the principle of botnets.
Have I been hacked?
This in no way means that your account has been hacked, that your email address has been stolen, or that your identity has been stolen. It is rather an attempt to bypass anti-spam security measures, known as "mail forging" or email falsification. This is an issue that, unfortunately, Infomaniak and other hosts cannot do anything about.
The only solution would be for all mail servers worldwide to be secured and require authentication for sending emails, which Infomaniak's ethical servers already do.
However, as long as not all servers worldwide are secured, "mail forging" will remain a persistent challenge.
Additional precautions
Check that no catch-all address on your mail service is redirected to the overloaded mail address, as this could be the cause of an increase in undelivered emails.
Implementing a DMARC protocol can also help you analyze how your email is being used.
This guide explains how to change the password of an email address from the Web app Mail Infomaniak (online service mail.infomaniak.com).
Preamble
- If you cannot log in to the Web app **Mail** Infomaniak (online service mail.infomaniak.com), you will not be able to change the password of an email address. Refer to this other guide in this case.
- If the email address is part of a Mail Service and the password cannot be changed from Mail, you can also apply a new password from the Mail Service Manager itself.
- Changing the password of an address from Mail means changing the IMAP/SMTP password!
- As soon as the password is changed, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility).
Change the password from the Mail Infomaniak web app
Prerequisites
- Have permission to manage the password: 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 manager of the Mail Service has removed this right from their admin account.
To change the password of an already attached email address:
- Click here to access the management of your Mail passwords.
- Click on Modify to the right of the relevant email address.
- Enter a new password for the email address.
- Repeat the password entry below.
- Click on Save the new password.
If the previous password is requested and you do not know it, you must reset your login password (and in this case, the secondary email address and/or mobile phone number provided during registration will be used to contact you).
This guide explains how to activate an out-of-office reply (automatic email message)out of officeon an email address managed with Infomaniak. You can thus inform your contacts that you are unable to respond to them immediately, because you are absent, on vacation, etc.
Preamble
- The automatic reply for absence can be activated from the Web app Mail Infomaniak (online service mail.infomaniak.com) and from the Manager where all addresses of a Mail Service are managed.
- You can activate or deactivate an already recorded message, but there cannot be multiple active responders on the same email address: activating one message deactivates another if necessary
Activate the out-of-office reply from the Mail app
Prerequisites
- Have permission to manage the responder: 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 manager of the Mail Service has revoked this right from their admin account.
To activate the out-of-office message:
- Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
- Click on the Settings icon β at the top right.
- Check or select the relevant email address from the dropdown menu on the left sidebar.
- Click on Responder:
- Enable the automatic message if necessary or read below.
Activating the out-of-office reply from the Infomaniak Manager
To activate the out-of-office message from the Manager:
- Click here to access the management of your product on the Infomaniak Manager (need help?).
- Click directly on the name assigned to the relevant product.
- Click on the email address in the table that appears.
- Click on the Auto-reply and signatures tab.
- Enable the automatic message if necessary or read below.
Compose the out-of-office message
To manage the message that should be automatically sent in response, click on Add:
then:
- A: enter a name for your responder (to distinguish it from other messages if you create several).
- B: specify if the automatic response should be provided on a recurring basis on specific days of the week.
- C: set an end date/time if the message should no longer be sent after a certain duration.
- D: set a start date/time if the message is planned in advance for a specific period in the future.
- E: write your out-of-office message.
- F: display advanced settings.
- G: specify an optional alternative email address to send your automatic out-of-office message from (the address must be verified beforehand).
- H: Enter specific email addresses (or
@domain.xyz
for an entire domain) to prevent them from receiving this out-of-office message.
Then click on the blue button at the bottom right to Add the message.
Once added, you can activate or deactivate it:
You can also edit a already recorded message by the pencil icon β on the right.
How often is the automatic reply sent?
Your response is sent only onceβ to people who send you messages.
However, if the same sender emails you again 7 days after the previous one and if your automatic reply is still activated, an automatic response will be sent to them again to remind them that you do not have access to your inbox.
Be mindful that if you test your address, it is normal that it only works the first time. During subsequent tests, the auto-responder will no longer send the message when it detects that the message comes from an address that has already sent a message before. You will therefore need to conduct a new test from a different email address.
You can reset the 7-day counter by clicking on Reset when you edit your message:
Going further with templates
Custom templates can be applied as soon as a new email address is created on your Mail Service, for example, or in bulk to all addresses in your domain. Learn more
This guide explains how to copy the content of one or several existing email addresses from other providers to one or several email accounts managed by Infomaniak, using the import tool Infomaniak!
Preamble
- The entirety of the external mailbox will be imported.
- Once the import process has started, it can no longer be interrupted.
- A confirmation email is sent once the copy is complete.
- The removal of duplicates (in case of successive imports) is handled.
- It is also possible to copy the content already on an email address provided by Infomaniak (@ik.me for example).
Copy emails from another provider to Infomaniak
Prerequisites
- Order a Mail Service from Infomaniak.
- Create one or more addresses on this Mail Service.
- The email address whose content must be copied must have been used (or be compatible) with the IMAP protocol.
- The email address to which the content must be copied must be among the addresses attached to the Infomaniak Web Mail app (online service mail.infomaniak.com); if it is not listed, the drop-down menu (see point 9 below) will not offer this address.
- This is not a prerequisite for batch import (detailed at the bottom of this guide).
Then, click on the link corresponding to the email provider to import:
- addresses @ Bluewin
- addresses @ Gmail (or address @ custom Google domain)
- addresses @ GMX
- addresses @ custom domain Microsoft 365
- addresses @ custom domain Swisscom
- addresses @ Yahoo
Guide for any other email provider such as Gandi, Hotmail, Hostinger, Sunrise, etc:
- Click here to access the Infomaniak import tool (online service https://import-email.infomaniak.com).
- Log in if necessary to your Infomaniak account on the Organization of your choice (the import will be made to an email address attached to the Infomaniak Mail interface of the account you are using).
- Click on the single import.
- Fill in the left field with your starting email address (whose content is to be copied).
- Fill in the right field with the password of the same email address.
- Modify the Advanced Settings if necessary to specify an IMAP server address.
- Click on Confirm:
- If necessary, enter a second email address to be imported at the same time.
- Choose which email address to **import** the emails to; the dropdown list shows the email addresses currently linked to your **Infomaniak Mail** interface of the Infomaniak account you are logged in with (read the prerequisites above)
- After selecting the desired destination address from the list, click the blue Import emails button.
- The copy starts and continues in the background, you can close the window that appears, a confirmation email will be automatically sent to all email addresses concerned by the operation once the import is complete, indicating the number of messages copied.
Batch import email content
To import the content of several email addresses (maximum 25 at a time) β except for Google addresses due to its authentication method.:
- Click here to access the bulk import tool (online service https://import-email.infomaniak.com).
- Select Import multiple email addresses from a CSV file (format
.csv
) : - Download the example
CSV
template to create one with the correct information needed for the copy. - Upload the file using the Select a CSV file button.
- Once the file is uploaded to the tool's page, select Import email.
- Wait while the content of the addresses is being copied (a confirmation email is sent once the copy is complete).
This guide explains how to connect the mobile app Apple Mail on iOS to an email address hosted by Infomaniak.
Preamble
- The 3 update methods offered by Apple Mail are:
- Push
- Fetch
- Manual
- The Push method will not be available when you set up an address outside of iCloud! To avoid this:
- It is recommended to configure your iOS device automatically using .mobileconfig configuration profiles compatible with Apple, or use the Infomaniak Mail (iOS) app to benefit from a Push type update method.
- β οΈ All the services offered by Infomaniak are compatible with the corresponding standard protocols (notably IMAP/SMTP for email, WebDAV for sharing, S3/Swift for storage, etc.). Therefore, if you encounter a problem with third-party software, contact its publisher directly or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.
Manually add the email address to the application
Prerequisites
- Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
- Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
- Check on the Service Mail that the automatic diagnosis is correct.
- Have added the email address in question to Mail Infomaniak to use the synchronization assistant and for the Apple profile to work on your devices.
To configure the mail application:
- Open the application.
- Click on Other account:
- βEnter the information such as the email address to attach as well as its password.
- Click on Next:
- The application indicates that some fields are optional but they are not at all:
- Check and complete the missing information.
- Click on Next:
- There you go, your email address is now configured in the application:
Recommended settings
- Incoming IMAP server = mail.infomaniak.com
- IMAP Port = 993 (with SSL)
- Outgoing SMTP server = mail.infomaniak.com
- Port SMTP = 465 (with SSL)
- Username = the full and complete email address ( ? )
- Password = the one assigned to the email address you want to check ( ? )
- Authentication required for sending emails:
- It activates in the SMTP settings of your application.
- Check "use the same parameters as the incoming server" or, depending on the software/email clients, enter a username (= full & complete email address) and its password.
Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.
In case of trouble
There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:
- Check out the solutions provided in this other guide regarding email in general.
- Delete any Apple configuration profiles linked to your Infomaniak email before restarting the setup.
And if your Apple Mail no longer works for sending (e.g., SMTP server disconnected or missing) or since a password change, refer to this other guide.
This guide explains how to use the Gmail mobile app (application for iOS/Android smartphone or tablet) and the Gmail web app (online service gmail.com) to access an email address hosted by Infomaniak.
Preamble
- It is recommended to use the app Infomaniak Mail to benefit from Infomaniak's security advantages.
- β οΈ All the services offered by Infomaniak are compatible with the corresponding standard protocols (notably IMAP/SMTP for email, WebDAV for sharing, S3/Swift for storage, etc.).
- Therefore, if you encounter a problem with third-party software, contact its publisher or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.
Using the Gmail mobile app for Infomaniak
Prerequisites
- Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
- Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
- Check on the Service Mail that the automatic diagnosis is correct.
To add your Infomaniak-managed email address to your Gmail mobile app using IMAP (official guide):
- Go to the Settings of Gmail.
- Tap on Add account.
- Choose Other.
- Enter the email address you wish to use.
- Choose the account type IMAP.
- Enter the password for the email address.
- Use the server name
mail.infomaniak.com
for:- Incoming IMAP server (reception):
- Outgoing SMTP server (sending):
- Incoming IMAP server (reception):
- Finish adding the address.
Import your Infomaniak emails into Gmail
Here is an alternative solution for which the following configuration needs to be done once on gmail.com from a computer. Thus, the emails that arrive at your Infomaniak email address will be retrieved gradually on Gmail via the POP3 protocol.
- Refer to this Google guide starting from βStep 2: Add another email accountβ.
- Use these connection details:
- POP server name =
mail.infomaniak.com
- port =
995
(check the SSL Connection box)
- POP server name =
Send "Infomaniak" emails from Gmail
It is also possible to configure the gmail.com web app to send emails from an email address hosted by Infomaniak from the Google interface:
- Refer to this Google guide.
- Uncheck the box Treat as an alias.
- Use these connection details:
- SMTP server name =
mail.infomaniak.com
- port =
465
(check the box Secure SSL connection (recommended))
- SMTP server name =
Modify your configuration
If necessary (following point 2 above):
This guide explains how to delete folders that appear grayed out on the Web app Mail Infomaniak (online service mail.infomaniak.com) or in certain email software/clients like Apple Mail, Mozilla Thunderbird or Microsoft Outlook.
Ghost folders
Some email clients like Microsoft Outlook allow you to create subfolders of non-existent folders. For example, it is possible to create the folder /abc/klm/xyz
even though the folder "klm
β" does not exist.
In Mail Infomaniak or in other email software/clients, ghost folders like the folder "klm
" in this example appear greyed out and cannot be deleted directly.
To delete these ghost folders, it is necessary to delete their subfolders first (in this example: xyz
).
Stubborn folders
If, when consulting your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted because they reappear instantly, here is a procedure recommended by Microsoft to resolve this issue:
Reset the IMAP cache
To do this:
- Close Outlook.
- Access the folder where your Outlook data files are stored:
C:\Users\[Your Username]\AppData\Local\Microsoft\Outlook
. - Find the
.ost
file associated with your IMAP account (e.g. Infomaniak) and delete it (the file will be automatically recreated when Outlook is reopened). - Reopen Outlook and let it resynchronize your emails and folders.
Search for hidden folders in Outlook
To do this:
- In Outlook, go to the "Folder" tab and select "IMAP Folders".
- Click on "Request" and search for the ghost folder.
- If you find the folder, try to unsubscribe from it, then delete it.
Use the MFCMAPI tool
MFCMAPI is a tool that allows you to manage mailboxes at a low level and delete stubborn folders:
- Download MFCMAPI from the official site (choose the x86 or x64 version according to your system).
- Run MFCMAPI and go to
Session > Logon
. Select your Outlook profile. - In the MFCMAPI window, expand the mailbox associated with your IMAP account and locate the ghost folder.
- Right-click on the folder and select "Delete folder". Choose "Hard Deletion" for permanent deletion.
Check the properties of the folder in Outlook
To do this:
- Right-click on the ghost folder in Outlook, then select "Properties".
- Check if there are any unusual settings. Reset or modify the settings if necessary, then try deleting the folder again.
Recreate the Outlook profile
If the previous steps fail, recreating your Outlook profile can be an effective solution:
- Back up your important data before proceeding.
- Go to
Control Panel > Mail > Show Profiles > Add
. - Follow the instructions to set up a new email account.
- Set this new profile as the default profile and open Outlook.
- Check if the ghost folder persists after creating the new profile.
By following these steps, you should be able to resolve the issue of ghost folders in Outlook IMAP.
This guide explains how to connect the Outlook 2016 email application to an email address hosted by Infomaniak.
Prerequisites
- Create the address within my kSuite or on a Service Mail (Service Mail alone, or existing within a kSuite).
- Test the email password (without confusing it with the one used to log in to the Infomaniak interface).
- Check on the Service Mail that the automatic diagnosis is correct.
Add the email address to the application
To configure the email application:
- Open the application.
- Click on the File menu:
- Click on Account Settings.
- Click on Add or remove accounts:
- Click on New:
- Enter the email address to connect.
- Click on Advanced options.
- Click on Manual configuration.
- Click on the blue Connect button:
- Click on IMAP:
- Enter the password for the email address to connect.
- Click on the blue Connect button:
- Uncheck the additional configuration box for mobile devices if necessary.
- Click on the blue Finish button:
- Click on Repair to correct some automatically added but incorrect information:
- Click on Advanced options.
- Click on Manual repair.
- Click on the blue Repair button:
- Check and complete the missing information or incorrect.
- Click on Outgoing server:
- Check and complete the missing information by scrolling down if necessary.
- Click on Next:
- Click on Finish:
- Click on Close:
- There you go, your email address is now correctly configured in the application:
Recommended settings
- Incoming IMAP server = mail.infomaniak.com
- IMAP Port = 993 (with SSL)
- Outgoing SMTP server = mail.infomaniak.com
- SMTP Port = 465 (with SSL)
- Username = the full & complete email address ( ? )
- Password = the one assigned to the email address you want to access ( ? )
- Authentication required for sending emails:
- It is activated in the SMTP settings of your application.
- Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.
Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.
In case of trouble
There is no need to contact Infomaniak Support if your email address works well outside the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:
- Learn about the solutions provided in this other guide regarding email in general.
- This other guide is more specifically about Outlook.
β¦ and if your Outlook no longer works since a change of email password, refer to this other guide.
β οΈ All the services offered by Infomaniak are compatible with the corresponding standard protocols (notably IMAP/SMTP for email, WebDAV for sharing, S3/Swift for storage, etc.). Therefore, if you encounter a problem with third-party software, contact its publisher directly or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.
This guide explains how to connect the Microsoft Outlook mobile messaging application (available for iOS / Android) to an email address hosted by Infomaniak.
β οΈ The Outlook Lite application is not compatible with the IMAP protocolβ¦ Only install the version offered above. For additional help, contact the support of the software used or a partner β also discover the role of the host.
Prerequisites
- Create the address within my kSuite or on a Mail Service (Mail Service alone, or existing within a kSuite).
- Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
- Check on the Service Mail that the automatic diagnosis is correct.
Add the email address to the application
To configure the email application:
- Open the application.
- Click on Add an account :
- Enter the email address to attach.
- Click on Continue:
- Click on IMAP:
- Check and complete the missing information.
- Click on the β icon at the top right:
- Click on the left to complete the setup:
- There you go, your email address is now configured in the application:
Recommended settings
- Incoming IMAP server = mail.infomaniak.com
- IMAP Port = 993 (with SSL)
- Outgoing SMTP server = mail.infomaniak.com
- SMTP port = 465 (with SSL)
- Username = the full & complete email address ( ? )
- Password = the one assigned to the email address you want to access ( ? )
- Authentication is required for sending emails:
- It is activated in the SMTP settings of your application.
- Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.
Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.
Password
If you are unsure about your email password, the troubleshooting guides help you solve any potential issues:
- Familiarize yourself with the solutions provided in this other guide regarding email in general.
- This other guide is more specifically about Outlook.
β¦ and if your Outlook no longer works since a change of email password, refer to this other guide.
This guide explains how to transfer to Infomaniak email addresses currently hosted by Google (with a custom domain). Refer to this other guide if you are looking for information on importing a simple Gmail address (β¦@gmail.com
),
Make your life easier! If needed, **local partners vetted by Infomaniak can handle these tasks**. Launch a **free call for tenders**. They take care of everything, freeing you from the technical details.
Google prerequisites
- Enable two-step authentication (2FA):
- It is imperative to enable two-step authentication in Gsuite - if necessary, the organization administrator will first have to allow users to activate it from admin.google.com.
- In the settings of your Google account (https://myaccount.google.com/), go to the Security tab and enable Two-Step Verification:
- Read the complete Google guide
- Create an application password:
- Once 2FA is activated, go back to Two-Step Verification and scroll to the bottom of the page to the application passwords:
- Follow the complete Google guide:
- Click on App passwords.
- Enter your Gmail account password if prompted.
- Click on Select app and then Mail.
- Click on Select device and choose Other (Custom name).
- Give your password a name (e.g., Infomaniak), this is just descriptive.
- Click on Generate.
- Copy or write down the password that appears on the screen (it does not contain any spaces).
- Once 2FA is activated, go back to Two-Step Verification and scroll to the bottom of the page to the application passwords:
Infomaniak prerequisites
- Have a Mail Service on your Infomaniak Manager.
- Have a quota of available addresses or adjust it in advance if necessary.
Transfer emails from Gmail to Infomaniak
a. Recreate the email address(es) on Infomaniak
If you have many (10+) email addresses to create, follow this procedure for bulk creation.
Access the Infomaniak Mail Service and create the email addresses:
- Click here to access the management of your product on the Infomaniak Manager (need help?).
- Click directly on the name assigned to the relevant product.
- Click the blue button Create an email address in the top right corner.
- Enter the address (what comes before the at sign @) for example contact or michelle.
- Click the blue Continue button.
- Select I will consult the email address alone.
- Click the blue Continue button.
- Enter a password.
- Click the blue Continue button.
- Click the blue Finish button.
- Start again at point 3 above to recreate all the email addresses identically.
b. Import the mail content from Google to Infomaniak
If you have many (10+) email addresses to import, follow this procedure for bulk import.
Access the Infomaniak Mail Service and import your emails:
- Click here to access the management of your product on the Infomaniak Manager (need help?).
- Click directly on the name assigned to the relevant product.
- Click on the chevron β in the right part of the blue Create an email address button.
- Click on Import emails (direct link).
- Click on Import my emails into a single email address.
- Enter the existing email address at Google.
- Enter the password for this email address.
- Click on Advanced settings.
- Enter
imap.gmail.com
in IMAP Server Address (or trymail.gmail.com
in case of error). - Enter
993
in IMAP Port. - Enable SSL and disable TLS.
- Click on the blue button Validate and continue.
- Enter the email address (which was recreated at Infomaniak at point a.10 above).
- Click on the blue button Import emails.
- The import starts and runs in the background. An email is sent once the import is complete.
- Start again at step 3 above to import the rest of the email addresses.
Labels and storage space
The storage space displayed at Infomaniak may not match that indicated in Gmail, notably due to the different management of labels/tags.
Indeed, these, present in Gmail, will be converted into folders on the Infomaniak servers (same principle as when using an email client/software IMAP like Thunderbird):
As a result, an email tagged in multiple Gmail folders can be counted multiple times during migration, which explains why an account showing, for example, 6 GB in Gmail can take up 18 GB once transferred to Infomaniak servers.
Adjust the application settings
As soon as you have ensured that the domain name associated with your email works with Infomaniak, adjust the settings of the email software/clients you use so that they connect correctly to the Infomaniak servers: follow the configuration assistant.
To finish
This guide explains how to connect the mail application Courrier (Windows 10 version) to an email address hosted at Infomaniak.
Prerequisites
- Create the address within my kSuite or on a Service Mail (Service Mail alone, or existing within a kSuite).
- Test the email password (do not confuse it with the one used to log in to the Infomaniak interface).
- Check on the Service Mail that the automatic diagnosis is correct.
Add the email address to the application
To set up the email application:
- Open the application:
- Click on Settings.
- Click on Manage accounts.
- Click on Advanced setup (at the bottom).
- Select Internet Mail.
- Check and complete the missing information by scrolling down if necessary.
- Leave all boxes checked.
- Click on Connect.
- Click on OK.
- There you go, your email address is now configured in the application.
Recommended settings
- Incoming IMAP server = mail.infomaniak.com
- IMAP Port = 993 (with SSL)
- Outgoing SMTP server = mail.infomaniak.com
- SMTP Port = 465 (with SSL)
- Username = the full & complete email address ( ? )
- Password = the one assigned to the email address you want to access ( ? )
- Authentication required for sending emails:
- It is activated in the SMTP settings of your application.
- Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.
Refer to this other guide if you are looking for information about other compatible messaging ports and protocols.
In case of trouble
β οΈ All the services offered by Infomaniak are compatible with the corresponding standard protocols (notably IMAP/SMTP for email, WebDAV for sharing, S3/Swift for storage, etc.). Therefore, if you encounter a problem with a third-party software, contact its publisher directly or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.
There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:
- Check out the solutions provided in this other guide regarding email in general.
- This other guide is more specifically about Outlook.
β¦ and if your Outlook is no longer working since a change of email password, refer to this other guide.
This guide explains how to add an email address to the Web app Mail Infomaniak (online service mail.infomaniak.com) which allows you to manage one or several email addresses hosted by Infomaniak.
Any operation (adding or removing an email address) performed from the Web app Mail Infomaniak will be immediately replicated on the mobile app Infomaniak Mail (this does not affect email software/clients like Outlook) but you can also do it directly on the mobile app.
Prerequisites
- Have an email address and an Infomaniak user account.
or
- Being invited to use an email address and having followed the process below:
- Open the invitation link to use the email address.
- Choose the option Create my account (free).
- Enter your First name, Last name and Phone number.
- Choose a login email address (you can use the Infomaniak email address you are invited to use) and set a password.
- Click on Use my address to access your Infomaniak mailbox.
Attach an email address
To add and view an email address:
- Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
- Click on the dropdown arrow β βAdvanced actions.
- Click on Add an existing address:
- Enter the information related to the email address (exact and complete name, as well as its password) and specify if the address should be displayed first by default when you open Mail; click the button to Add the address to your user account:
Refer to this other guide if you are looking for information about the permanent deletion of an email address and its contents, and this other guide to unlink an email address.
This guide explains how to view and change the access identifier to your user account on the Manager, the management interface and dashboard of your Infomaniak products. This same identifier also allows you to log in to Mail Infomaniak and various iOS / Android apps like kDrive, Infomaniak Mail, etc.
See the currently connected identifier
The email address that was used for the current connection is displayed on your user menu + on the profile page:
- Click on the tablet with your initials / avatar at the top right of the Manager Infomaniak to rate the connection identifier in use:
- Click on Manage my profile right below in order to access the management of your profile on the Manager Infomaniak.
- Your current login ID is also displayed on the page reached:
Edit Identifier (Connect e-mail)
Prerequisites
- The access identifier is an email address that must exist and that you must be able to view.
- The new email address will have to be different from theRecovery email address.
- The new email address should not already be used as a login ID on another user account (if not to consider theinvite the Organization to give it all the rights and then to be able to withdraw the old account with the former identifier).
To change your user account ID:
- Click here(or on the tablet with your initials / avatar at the top right of the Manager Infomaniak) in order to " Manage my profile":
- From the box Connection settings, select Edit under your Sign-in email address:
- Enter a new login email address.
- Enter the login password of your Infomaniak account.
- Click on Save: