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:
  1. Own the domain name “domain.xyz”.
  2. Get a Mail Service “domain.xyz”.
  3. Create the email address “jean.dupont”.
• 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):

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

• Create your email addresses.

• Set up your emails on your computer and devices.

• Sync your contacts & calendars on your devices.

• Retrieve the content (including that from another provider).

This guide explains how…

• … activate incoming mail filtering
• … automatically sort promotional messages
• … report certain fraudulent messages

… 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 mail…
  • … 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:

• https://dmarcadvisor.com/dmarc-check
• https://mxtoolbox.com/dmarc.aspx

...related to a send that does not comply with SPF and/or DKIM

A DMARC error or rejection related to SPF or DKIM can occur if the SPF or DKIM authentication mechanisms are not correctly configured or if they are not aligned with the domain's DMARC policy.

This can for example happen if you send an email from your Infomaniak email address using another provider's SMTP server. To resolve this issue:

• Check the overall security of the Mail Service.

I send an email from my Infomaniak address and I receive an error email of type "Reject DMARC

To resolve this issue:

• Check the overall security of the Mail Service.
• Perform a send test from the Webmail mail.infomaniak.com and/or check the server settings of the email software/client.

I send an email from an external email address (Microsoft, Google, Yahoo, Orange, …) and Infomaniak rejects my email with a DMARC error

To resolve this issue:

• Check with the sender's email provider to ensure that emails are sent according to their configuration recommendations and, if necessary, contact the sender's email provider for more information.

I want to receive an email at my Infomaniak address but the sender informs me that they receive a DMARC error when sending to my address

To resolve this issue:

• In this case, the email was blocked due to a violation of the DMARC policy that the sender has implemented on their domain; it is necessary for the sender to contact their email provider or the administrator of their service to inform them of the situation.

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

Preamble

• Warning: fake messages are circulating and imitating the Infomaniak security email.
• If you are not sure 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 Infomaniak account occurs from a new location:

This can happen if you use your browser's private browsing mode or access your account from a new computer.

If you receive this email immediately after connecting to your Infomaniak account yourself, you can safely ignore the connection warning!

Attempted connection (wrong password)

A security email is automatically sent when someone enters a wrong password after entering the login email address in the Manager:

View recent activities on the Manager

You can find and configure recent platform activities in the Infomaniak account settings:

If you notice actions on your Infomaniak account that you do not think you performed, and/or in case of suspicion of intrusion:

1. Refer to this other guide to quickly secure your tools.
2. Activate two-factor authentication on your account to enhance its protection and ensure that only you receive a unique code authorizing the connection.
3. Change the Manager password.
4. Change the passwords of email addresses linked to Mail Infomaniak.

This guide explains how to change the mobile phone number (used in case of forgetting the password to access your Manager) of your Infomaniak account (= user account).

Preamble

• Refer to this other guide if you wish to change the email used as a login identifier for the platform or this other guide to change your personal details.

Change the mobile phone number

To change the phone number associated with your Infomaniak account:

1. Click here to access the management of security information on the Infomaniak Manager.
2. Click on Edit in the Recovery Phone box:
   
3. Enter the country code corresponding to your country, the new mobile phone number, your Manager login password if necessary, then click the Next button to save:
   

This guide details the different ways to address an email to multiple recipients, including masking the email addresses of other participants.

Preamble

• When you send emails, it is sometimes necessary to include multiple recipients using the fields:
  • À
  • CC:
    • French: Copie Conforme
    • English: Carbon Copy
  • BCC:
    • French: Copie Conforme Invisible
    • 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 the 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 more appropriate tools instead:
  • Infomaniak Guest Manager
  • Infomaniak Newsletter 

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: informing a supervisor about a conversation, including 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 they also received the email.

• 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, avoiding the disclosure of email addresses to all recipients (often used in mass emails).

Using the fields available on Mail Infomaniak

To access the appropriate fields in your Infomaniak mailbox:

1. Click here to access the Mail Infomaniak web app (online service ksuite.infomaniak.com/mail).
2. Click on New message.
3. Click on CC & BCC to display the fields that will allow you to insert 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 BCC 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 E-mail
  • 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: list of secondary guests (to protect email addresses)

This guide explains how to enable two-factor authentication, also known as two-step verification or multi-factor / two-factor authentication (2FA, in English two-factor authentication, 2FA) to secure your connection to your Infomaniak Manager.

Preamble

• This two-step validation protects your account and your personal data with the password of your choice and a second identity verification method, such as a code obtained on your mobile device, for example.
• If a malicious person managed to decipher 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 validation

To increase the security level of your Infomaniak account:

1. Click here to access the management of two-factor authentication on the Infomaniak Manager.
2. Display and choose the authentication method from:
   1. the app kAuth for iOS / Android devices to simply press a YES / NO push notification to authorize or not the connection
   2. any OTP application to obtain a unique connection code at a given time
   3. YubiKey (from Yubico)
   4. SMS reception (only for CH / FR / BE / DE countries) to obtain a unique connection code at a given time

Follow the on-screen instructions to complete the procedure.

Carefully note the recovery codes.

Attention to existing synchronizations

Once strong authentication is enabled, to access certain tools (such as synchronization), it is necessary to create application passwords.

It is not necessary to call Infomaniak, which does not have any of your codes & passwords in its possession. For any assistance request regarding 2FA, refer to this other guide.

Authenticate each time the browser is opened

To request not to keep cookies when closing browser windows, and therefore request authentication each time you access the Infomaniak Manager when you restart the browser...

… on Chrome

Specify in the 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 seems to come from your own email address. Rest assured that this spam is only intended 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 present in the whitelist of your anti-spam filter. If it is, it is necessary to remove it from this list.

I am receiving bulk sending errors

Spammers use various tactics to hide the true source of their messages. They often modify the sender's address, either by creating it or by selecting it at random from lists of existing addresses, making it difficult to trace the real origin of the message. Imagine that anyone could impersonate you by sending a postal letter indicating your address on the back of the envelope. Similarly, spammers can impersonate you by using your email address as the sender, in order to bypass anti-spam filters and reach their target audience.

When you frequently receive error messages indicating the failure to deliver alleged spams, it is possible that these messages were not actually sent from your account, but simply made to appear as if 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 corrected, 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 hijacked. It is rather an attempt to bypass anti-spam security measures, called "mail forging" or email falsification. This is an issue to which, unfortunately, Infomaniak and other hosts cannot do anything.

The only solution would be for all mail servers in the world to be secured and require authentication to send emails, which Infomaniak's ethical servers do.

However, as long as all servers on the planet are not secured, "mail forging" will continue to be a persistent challenge.

Additional precautions

Check that no catch-all type address on your mail service is redirected to the overloaded email address, as this could be the cause of an increase in undelivered emails.

Implementing a DMARC protocol can also help you analyze the use of your mail.

This guide explains how to change the password of an email address from the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).

Preamble

• If you cannot log in to the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail), 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 depends on a Mail Service and the password change is not possible 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 Infomaniak Web Mail app

Prerequisites

• Have permission to manage the password: if you had been invited to the Web app Mail Infomaniak (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.

To change the password of an already attached email address:

1. Click here to access the management of your Mail passwords.
2. Click on Modify to the right of the email address concerned.
3. Enter a new password for the email address.
4. Repeat the password entry below.
5. 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 copy the content of one or more existing email addresses from other providers to one or more email accounts managed by Infomaniak, using the Infomaniak import tool!

Preamble

• The entirety of the external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• A confirmation email is sent once the copy is complete.
• Duplicate removal (in case of successive imports) is handled.
• It is also possible to copy the content already on an email address for which Infomaniak is the provider (@ik.me for example).

Copying 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 Mail web app (online service ksuite.infomaniak.com/mail); if it is not listed, the drop-down menu (see point 9 below) will not offer this address.
  • This is not a prerequisite for bulk import (detailed .csv file) at the bottom of this guide.

Next, click on the link corresponding to the provider of the email to be imported:

• addresses @ Bluewin
• addresses @ Gmail (or @ custom Google domain)
• addresses @ GMX
• addresses @ custom domain Microsoft 365
• addresses @ custom domain Swisscom
• addresses @ Yahoo

Guide for any other mail provider such as Gandi, Hotmail, Hostinger, Sunrise, etc.:

1. Click here to access the Infomaniak import tool (online service https://import-email.infomaniak.com).
   
2. Log in if necessary to your Infomaniak account on the Organization of your choice (the import will be to an email address linked to the Infomaniak Mail interface of the account you are using).
3. Click on single import.
4. Fill in the left field with your starting email address (whose content is to be copied).
5. Fill in the right field with the password of the same email address.
6. Modify if necessary the Advanced settings to specify an IMAP server address.
7. Click on Confirm:
   
8. Enter if necessary a second email address to be imported at the same time.
9. Choose which email address to import the emails to; the drop-down menu lists the email addresses currently linked to your Infomaniak Mail interface of the Infomaniak account you are logged in to (read the prerequisites above)
   
10. After selecting the desired destination address from the list, click the blue Import emails button.
11. 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, mentioning the number of messages copied.

Retrieve the content of multiple email addresses in bulk

To import the content of multiple email addresses (maximum 25 at a time):

1. Click here to access the bulk import tool (online service https://import-email.infomaniak.com).
2. Select Import multiple email addresses from a CSV file (format .csv) 
   
3. Download the proposed CSV template to create one with the necessary information for copying.
4. Upload the file using the Select a CSV file button.
5. Once the file is uploaded to the tool's page, select Import email address.
6. 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 activate an out-of-office reply (automatic email message) on an email address managed by Infomaniak. You can thus inform your correspondents that you are unable to respond to them immediately, because you are absent, on vacation, etc.out of officeon an email address managed by Infomaniak.

Preamble

• The automatic reply in case of absence can be activated from the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail) and from the Manager where all the addresses of a Mail Service are managed.
• You can activate or deactivate a previously recorded message, but there can only be one active responder on the same email address: activating a message deactivates another if necessary.

Activate the responder from the Infomaniak Mail web app

Prerequisites

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

To activate the out-of-office message:

1. Click here to access the Infomaniak Mail web app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ​ in the top right corner.
3. Check or select the email address concerned in the drop-down menu of the left sidebar.
4. Click on Responder:
   
5. Activate the automatic message if necessary or read below.

Activate the responder from the Infomaniak Manager

To activate the out-of-office message from the Manager:

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 Answering Machine and Signatures tab.
5. Activate the automatic message if necessary or read below.

Compose the out-of-office message

To manage the message that will be automatically sent in response, click on Add:

then:

• A: enter a name for your answering machine (to distinguish it from other messages if you create several).
• B: define whether the automatic response should be provided on a recurring basis on specific days of the week.
• C: define an end date/time if the message should no longer be sent after a certain period.
• D: define a start date/time if the message is scheduled in advance for a specific period in the future.
• E: compose your out-of-office message.
• F: display advanced settings.
• G: define another email address that will be used to send your automatic out-of-office message (the address must be verified in advance).
• H: enter specific email addresses (or @domain.xyz for an entire domain) to prevent them from receiving this out-of-office message.

Then click the blue button at the bottom right to Add the message.

Once added, you can activate or deactivate it:

You can also edit a previously saved message using the pencil icon ✎ on the right.

How often is the automatic response sent?

Your response is sent only once to people who send you messages.

However, if the same sender sends you a new email 7 days after the previous one and your automatic reply is still active, an automatic response is sent again to remind them that you do not have access to your mailbox.

Therefore, if you test it on your address, it is normal that it only works the first time. During subsequent tests, the answering machine no longer sends the message when it detects that the message comes from an address that has already sent a message before. You will therefore need to try again from another email address.

You can reset the 7-day counter by clicking on Reset when you edit your message:

Go further with templates

Custom templates can be applied when creating a new email address on your Mail Service, for example, or in bulk to all addresses in your domain. Learn more

This guide for the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail) or the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) explains how to activate encryption for emails sent from Infomaniak Web and mobile services.

Preamble

• When encryption is activated, emails and attachments are encrypted as soon as they are received on Infomaniak servers, via the public keys of senders and recipients.
  • Each email address generates a key at its first use, stored securely in Infomaniak data centers.
• The keys are based on elliptic curve cryptography (ECC) and use the OpenPGP standard.
  • They are themselves encrypted in AES-256-GCM with automatic decryption via Infomaniak authentication.
• In search results, only the subject of encrypted messages will be visible, while their content will remain secure during storage.

Activate email encryption...

...from the Infomaniak Web Mail app

To automatically encrypt a message sent to an email address:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Write a new message as usual.
3. Click on the lock icon to the left of the Send button to activate encryption:
   
4. Confirm the action if a confirmation window appears.
5. The icon now represents a closed lock and the color of the whole is changed.
6. Press the Send button.

The action is to be performed with each new send.

A. Recipient whose email is managed with Infomaniak

If the recipient of the encrypted email has an email address managed with Infomaniak, the encryption is done in a completely transparent manner for both the sender and the recipient. A note will indicate the encryption of the message…

1. ... in the recipient's inbox:
   
2. … when opening the received message:
   
3. ... and in the sender's sent folder:
   

B. External recipient

If the recipient of the encrypted email has an email address managed outside of Infomaniak services, encryption is still possible, but it requires setting a password:

1. Click here to access the Infomaniak Mail web app (online service mail.infomaniak.com).
2. Compose a new message as usual, but addressed to an email address outside of Infomaniak.
3. Click on the lock icon ‍to the left of the Send button to enable encryption.
4. A modal opens to allow you to define a password.
5. Enter a password and copy it to send it to the recipient by your own means (kPaste for example) (you can agree on a password in advance so the recipient is already informed):
   
6. The icon now represents a closed lock and you can send the email as usual.

Recipients will then receive a message notifying them that an encrypted email is waiting for them:

By clicking on the provided button, they will be redirected to a secure web page where the password must be entered.

Once the password is validated, the encrypted message can be viewed on the same page.

… from the Infomaniak Mail mobile app

To automatically encrypt a message sent to an email address:

1. Open the Infomaniak Mail mobile app (app for iOS / Android smartphone or tablet).
2. Compose a new message as usual.
3. Tap the lock icon at the bottom of the composition window to enable encryption:
   

A. Recipient whose email is managed with Infomaniak

If the recipient of the encrypted email has an email address managed with Infomaniak, the encryption is completely transparent for both the sender and the recipient:

1. Closed padlocks are displayed on the screen.
2. Tap the send icon:
   

B. External recipient

If the recipient of the encrypted email has an email address managed outside of Infomaniak services, encryption is still possible, but it requires setting a password:

1. Sending will not be possible as the send icon will remain grayed out and symbols will appear on the padlocks:
   
2. Tap the lock icon.
3. A modal opens to allow you to set a password.
4. Leave the suggested password or enter a new password and copy it to send it to the recipient by your own means (e.g., kPaste) (you can agree on a password in advance so the recipient is already informed).
5. Tap the cross in the top left if you have finished managing the password.
6. Here it is, the sending can now be done in an encrypted way:
   

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.
• ⚠️ 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:

1. Open the application.
2. Click on Other account:
   
3. ‍Enter the information such as the email address to attach as well as its password.
4. Click on Next:
   
5. The application indicates that some fields are optional but they are not at all:
   
6. Check and complete the missing information.
7. Click on Next:
   
8. 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.
• ⚠️ 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):

1. Go to the Settings of Gmail.
2. Tap on Add account.
3. Choose Other.
4. Enter the email address you wish to use.
5. Choose the account type IMAP.
6. Enter the password for the email address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (reception):
     
   • Outgoing SMTP server (sending):
     
8. 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.

1. Refer to this Google guide starting from “Step 2: Add another email account”.
2. Use these connection details:
   1. POP server name = mail.infomaniak.com
   2. port = 995 (check the SSL Connection box)

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:

1. Refer to this Google guide.
2. Uncheck the box Treat as an alias.
3. Use these connection details:
   1. SMTP server name = mail.infomaniak.com
   2. port = 465 (check the box Secure SSL connection (recommended))

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" 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:

1. Open the application.
2. Click on the File menu:
   
3. Click on Account Settings.
4. Click on Add or remove accounts:
   
5. Click on New:
   
6. Enter the email address to connect.
7. Click on Advanced options.
8. Click on Manual configuration.
9. Click on the blue Connect button:
   
10. Click on IMAP:
    
11. Enter the password for the email address to connect.
12. Click on the blue Connect button:
    
13. Uncheck the additional configuration box for mobile devices if necessary.
14. Click on the blue Finish button:
    
15. Click on Repair to correct some automatically added but incorrect information:
    
16. Click on Advanced options.
17. Click on Manual repair.
18. Click on the blue Repair button:
    
19. Check and complete the missing information or incorrect.
20. Click on Outgoing server:
    
21. Check and complete the missing information by scrolling down if necessary.
22. Click on Next:
    
23. Click on Finish:
    
24. Click on Close:
    
25. 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.

… and if your Outlook no longer works since a change of email password, refer to this other guide.

This guide explains how to connect the Microsoft Outlook mobile messaging application (available for iOS / Android) to an email address hosted by 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.

Add the email address to the application

To configure the email application:

1. Open the application.
2. Click on Add an account :
   
3. Enter the email address to attach.
4. Click on Continue:
   
5. Click on IMAP:
   
6. Check and complete the missing information.
7. Click on the ✓ icon at the top right:
   
8. Click on the left to complete the setup:
   
9. There you go, your email address is now configured in the application:
   
    

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP Port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication 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.

… 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 (…@gmail.com),

Google prerequisites

1. 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
      
2. 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).

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

Access the Infomaniak Mail Service and create the email addresses:

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 relevant product.
3. Click the blue button Create an email address in the top right corner.
4. Enter the address (what comes before the at sign @) for example contact or michelle.
5. Click the blue Continue button.
6. Select I will consult the email address alone.
7. Click the blue Continue button.
8. Enter a password.
9. Click the blue Continue button.
10. Click the blue Finish button.
11. Start again at point 3 above to recreate all the email addresses identically.

b. Import the mail content from Google to Infomaniak

Access the Infomaniak Mail Service and import your emails:

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 relevant product.
3. Click on the chevron ‍ in the right part of the blue Create an email address button.
4. Click on Import emails (direct link).
5. Click on Import my emails into a single email address.
6. Enter the existing email address at Google.
7. Enter the password for this email address.
8. Click on Advanced settings.
9. Enter imap.gmail.com in IMAP Server Address (or try mail.gmail.com in case of error).
10. Enter 993 in IMAP Port.
11. Enable SSL and disable TLS.
12. Click on the blue button Validate and continue.
13. Enter the email address (which was recreated at Infomaniak at point a.10 above).
14. Click on the blue button Import emails.
15. The import starts and runs in the background. An email is sent once the import is complete.
16. 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

• Ensure that the email is properly secured
• Copy the content from other Mail providers

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:

1. Open the application:
   
2. Click on Settings.
3. Click on Manage accounts.
4. Click on Advanced setup (at the bottom).
5. Select Internet Mail.
6. Check and complete the missing information by scrolling down if necessary.
7. Leave all boxes checked.
8. Click on Connect.
9. Click on OK.
10. There you go, your email address is now configured in the application.

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP Port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP Port = 465 (with SSL)
• Username = the full & complete email address ( ? )
• Password = the one assigned to the email address you want to access ( ? )
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email client, enter a username (= full & complete email address) and its password.

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

In case of trouble

There is no need to contact Infomaniak Support if your email address works well outside of the application. The most common error involves using an incorrect password. The troubleshooting guides help you resolve any potential issues:

• Check out the solutions provided in this other guide regarding email in general.
• This other guide is more specifically about Outlook.

… 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 ksuite.infomaniak.com/mail) which allows you to manage one or more email addresses hosted by Infomaniak.

Prerequisites

• Have an email address and an Infomaniak user account.

or

• Be invited to use an email address and have followed the process below:

1. Open the invitation link to use the email address.
2. Choose the option Create my account (free).
3. Enter your First name, Last name and Phone number.
4. Choose a login email address (you can use the Infomaniak email address you are invited to use) and set a password.
5. Click on Use my address to access your Infomaniak mailbox.

Reattach an email address

To add and view an email address:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Then click on the chevron to the right of the email address indicated at the top left.
3. Click on Add an existing address.
4. Enter the information related to the email address (exact and complete name, as well as its password) and define whether the address should be displayed first by default when you open Mail (also read the next chapter); click on the button to Add the address to your user account:
   
   

View the different attached addresses

To switch from one address to another:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Then click on the chevron to the right of the email address indicated at the top left.
3. Click on an address from those already attached:
   
   

Set by default the type of opening of a new address

To choose whether the display of a different address should be done by default in a new browser tab, or directly replacing the current display, in the same window:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍  at the top right.
3. Click on Browser.
4. Click on the toggle switch to enable the default opening of an email in a new tab rather than in the current window: