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

Preamble

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

Preventive automatic messages

1. 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.

2. Connection attempt (wrong password)

A security email is automatically sent when someone enters an incorrect password after entering the login email address for the Manager:

View recent activities on the Manager

You can find recent platform activities and configure them 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 suspected intrusion:

1. Refer to this other guide to quickly secure your tools.
2. Enable 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 the email addresses associated with Mail Infomaniak.

This guide explains how to temporarily set aside an email until a specific date/time, this on the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).

Preamble

• The snooze is also possible on the mobile app Infomaniak Mail (application for iOS / Android smartphone or tablet).
• At most a total of 1000 discussions from the inbox only can be snoozed, this up to a maximum of 1 year (this snooze can be stopped or temporarily modified at any time).
• kSuite free / my kSuite / Mail Service Starter do not allow scheduling when snoozing.

Operation

When this snooze (function snooze, or remind):

1. The discussion is moved to a folder "Pending" visible on the Mail app and on which the number of pending discussions is displayed.
2. If a new message arrives in a snoozed discussion, it will be automatically canceled and the discussion will be visible in the inbox.
3. When the deadline arrives:
   • The discussion automatically returns to the inbox, in the first position, with a particular notification.
   • The message, until it is read, will display an indication "Pending since X" (X being the date on which the message returned to the inbox).

On a mail client software type Outlook in IMAP:

1. When snoozing, the discussion will remain in its original place.
2. If you manually move a snoozed message, the functionality on this message is no longer effective on the side of the Web app.
3. When the deadline arrives, the discussion will move back to the top position as in the Web app and a standard notification of 'new message' will be displayed.

Temporarily archive an email

Prerequisites

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

Then, to temporarily hide one of your messages among all your emails and make it reappear in your inbox at a future time that you have scheduled:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Open the message to recall later.
3. Click on the action menu ⋮ in the top right corner
4. Click on the Recall function.
5. Choose until when the message should disappear from your inbox, among the predefined choices or by customizing the duration:
   
6. Once on hold, the message is displayed in a new folder dedicated to pending messages.
7. The end date/time of the hold is displayed next to each of the messages:
   

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

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

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

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

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

Preamble

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

Modify the Infomaniak account details

To edit your personal details:

1. Click here (or on the badge with your initials/avatar in the top right of the Infomaniak Manager) to "Manage my account":
   
2. Click on My profile in the left sidebar.
3. Modify your last name and first name on the right side.
4. You can also specify your date of birth.
5. You can add a profile picture to your Infomaniak account that will replace your initials; it is recommended to import an image of at least 210 pixels on each side:
   

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

Preamble

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

Request a read receipt

To allow your correspondent to easily confirm receipt of your message sent from the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail):

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ​ in the top right of the interface.
3. Click on Send in the left sidebar.
4. Enable the toggle switch to request a read receipt:
   

Note that it is also possible to enable it on a case-by-case basis when sending your message on Mail, from the composition options by clicking on ⋮ then on the option in question:

Confirm receipt of the message

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

This guide allows you to quickly discover the essential functions of Euria, the artificial intelligence at your disposal within my kSuite, particularly powerful with the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail). The assistant is also available on the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet).

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

Access the assistant

Prerequisites

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

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

• … a new message that must contain specific elements
• … a response to a received message
• … a rephrasing of a text excerpt
• … correct grammatical syntax
• etc.

You can also summarize the content of any email.

To access the writing assistant:

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

Using Euria for a new message

You can ask Euria to write a text according to your ideas that you will need to transmit to it:

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

Use Euria while writing the message

You can also use the writing assistant by selecting a passage from your text in progress, then choosing the desired option from the contextual menu that appears:

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

Suggest a response with Euria while reading an email

You can launch Euria by consulting a received message to which you want to respond quickly:

1. Select the passage on which to base the response with the mouse.
2. Choose to respond with Euria from the contextual menu that appears.
3. Tell the assistant what you want to respond, as if you were conversing with a human.
4. Insert the proposal that will appear in the automatically composed response message:
   
5. All you have to do is read it and send it.

Suggest the subject of the email with Euria

When you start writing a new message, the assistant can take care of entering a title suitable for your message in the Subject field:

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

Disable the assistant

You can adjust the elements (translations / Euria) that appear when you click on your message:

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 of the interface.
3. Click on Customization in the left sidebar.
4. Check or uncheck the actions you want to have on click:
   

This guide allows you to quickly discover the essential functions of Euria, the artificial intelligence at your disposal within kSuite, particularly powerful for summarizing emails on the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

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

Summarize an email

Prerequisites

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

To access the summary feature:

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

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

Must be checked

Check that your email did not contain:

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

To send a file (js or exe for example) and confirm that it is virus-free, store it on your hosting space and create a link to it (if the file is large and you are sending it from the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail), it will be placed on a temporary server allowing it to be sent to your correspondent who will receive a download link in this case) or via Swisstransfer.com.

Also check your SPF record. If your domain does not have an SPF record or if this record is incorrect, this will very likely result in the rejection of your message.

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

This guide explains why certain attachments sent from Microsoft Outlook arrive in winmail.dat format on your e-mail address hosted by Infomaniak, and how to permanently resolve the issue on the sender's side (where it originates).

Preamble

• winmail.dat is the container used by Outlook/Exchange when a message is sent in RTF/TNEF.
  • It encapsulates the formatting and attachments.
• Many non-Microsoft e-mail clients do not know how to interpret TNEF:
  • The formatting disappears and the attachments become a single winmail.dat file.

Resolve the issue (actions to request from the sender)

The most effective solution is to modify the Outlook configuration on the sender's side.

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

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

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

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

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

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

Disable RTF for specific recipients (you, for example)

• Classic Outlook Windows: open the Contact card > double-click the e-mail address > Outlook Properties > Internet format: select Send as plain text only (or Let Outlook decide if the admin already forces the conversion).

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

• Microsoft 365 administrators (on the sender's side): in the Exchange admin center: Mail flow > Remote domains > Default > Rich text format: select Never. In PowerShell: Set-RemoteDomain Default -TNEFEnabled $false.

Failing that: use another client to send (for example Thunderbird), or verify that Calendar invitations are sent in iCalendar (File > Options > Calendar > enable Use iCalendar format for external recipients).

If you do not wish to recontact the sender

You can extract the content of winmail.dat with TNEF decoding tools (online or desktop applications). Search for “open winmail.dat” and choose a reputable tool for your system (Windows, macOS, Linux). This usually restores the attachments, but it is not a permanent fix. Moreover, privacy and security are not guaranteed during these operations.

This guide helps you find the public IP address of your device, which can be useful for certain support requests, among other things.

Display the public IP address on the connected device

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

Alternative methods

Visit ipinfo.io or ifconfig.me.

... on macOS

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

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

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

Preamble

• The app Outlook Lite is not compatible with the IMAP protocol… Only install the version offered above.
• Instead of the manual configuration below, it is recommended to use the app Infomaniak Mail (iOS / Android).
• The various services offered by Infomaniak are all compatible with the corresponding standard protocols (IMAP/SMTP for email, for example), 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 of Service.

Add the email address to the application

Prerequisites

• Create the email address within my kSuite or a Mail Service / kSuite.
• Create a password for the email address for the device you are going to configure.

To configure the email application:

1. Open the application.
2. Click on Add an account:
   
3. Enter the email address to be linked.
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 configuration:
   
9. That's it, your email address is now configured in the application:
   

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port & encryption protocol and command/method to activate this protocol: 587 + STARTTLS
• Username = full & complete email address ( ? )
• Password = the one generated for 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 parameters as the incoming server" or, depending on the software/email clients, enter a username (= full & complete email address) and the generated password.

Refer to this other guide if you are looking for information about other compatible messaging ports and protocols (SSL / TLS for example).

In case of problem

Check that the Mail Service is configured optimally.

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

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

Number of recipients per email

Regardless of the email offer chosen, whether it is free or paid, the total number of recipients per message is limited to 100.

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

Other email limits

• Outgoing email limits per 24 hours
• Email size limits

This guide explains how to quickly create/get a password or reset or delete the passwords of an email address from the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

Prerequisites

• Have permission to manage the password: it is possible that the Mail Service manager has removed this right from their admin account.

Add a device

Determine what you want to do precisely and for what purpose:

1. get a password to add the address to a device, an external application, etc.
2. get a password so that a third-party user can add the address to their Infomaniak Web app Mail
3. remove an address currently visible in the Infomaniak Web app Mail from a third-party user

Cases 1 & 2

To manage the password of an already associated email address:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Click on the action menu ⋮ to the right of the email address concerned.
3. Click on Address settings:
   
4. Click on Manage the password:
   
5. Click on Add a device:
   
6. The setup assistant opens on the MAIL section; check or select the email address concerned in the dropdown menu.
7. Select “new device” from the dropdown menu.
8. Give a description to the device.
9. Click on the Manual configuration tab.
10. Click the button to generate a password:
    
11. Enter the password to log in to your Infomaniak account if prompted.
12. The new created password is displayed, you can copy it and keep it safe (password manager for example); it will no longer be displayed afterwards.

Case 1 & 2 & 3

At any time, it is possible to manage the accesses created / used:

1. Click on the Settings icon ‍ at the top right of the interface.
2. Check or select the email address concerned in the drop-down menu of the left sidebar.
3. Click on Devices in the left sidebar.
4. Click on the device concerned:
   
5. Click on the button to disconnect the device.
6. Confirm the disconnection of the device concerned:
   

This guide details the priority actions to take if you do not see any difference between your website after a change you made to it, and its previous version before the change. These tips are also valid if you encounter issues while using the Infomaniak product interface.

Preamble

• During your browsing, a web browser saves the data consulted in a reserved space, in order to avoid requesting the data already consulted from the server again, to save time and resources.
• Your cache can contain a lot of data and sometimes the browser gets confused. Sites can then display incorrectly or display an outdated version.
• Clearing the cache ensures that you have the very latest version of the page or folder consulted.

Clearing the web browser cache …

… on Safari

Choose your macOS version to view the corresponding Apple help.

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

View the Google help.

… on Firefox

View the Mozilla help.

… on Edge / Internet Explorer

View the Microsoft help.

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

Preamble

• It is easy to switch the entire structure of your emails to Infomaniak - discover the offers.
• The operation does not affect the data already present on the destination address, nor that of the source address.
• The entirety of the external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates are managed: identical content will only be copied once.
• If necessary, refer to this other guide to copy the content of an email address already hosted by Infomaniak (e.g. @ik.me).

Copy emails from another provider to Infomaniak

Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available addresses or adjust it in advance if necessary.
• Ensure that the email is properly secured
• Create one or more addresses on this Mail Service.
• The destination email address must be linked to the user (= Infomaniak account) that you are using.
• The source email address, whose content needs to be copied, must have been used (or be compatible) with the IMAP protocol:
  

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

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

Guide for any other mail provider type Gandi, Hotmail, Hostinger, Orange, Sunrise, etc:

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary log in to your Infomaniak account on the Organization of your choice; indeed the import will be to one of the email addresses attached to the Infomaniak Web interface Mail (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the single import.
4. Fill in the left field with your external email address (whose content is to be copied).
5. Fill in the right field with the password of this same source email address.
6. Modify if necessary the Advanced Settings to specify an IMAP server address.
7. Click on Confirm:
   
8. If necessary, enter a second email address to be imported at the same time.
9. Choose which email address to import emails to; the drop-down menu lists the email addresses currently attached to your Infomaniak Web interface Mail (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are logged in with:
   
10. After selecting the desired destination address from the list, click the blue button Import emails.
11. The copy begins, you can wait and see the result on the page once the import is complete, or close the window (the import continues in the background and tracking is available - see below):
    
12. 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:
    
13. Tracking is available in the settings of the destination email address, on the Web app Mail (online service ksuite.infomaniak.com/mail) only:
    
14. Tracking allows you to see the history of imports on the address concerned:
    

Retrieve the content of multiple email addresses in bulk

Prerequisites

• The destination email addresses must be linked to the user (= Infomaniak account) you are using.
• The source email addresses, whose content needs to be copied, must have been used (or be compatible) with the IMAP protocol.

To import the content of multiple external email addresses (maximum 25 at a time) to one or more Infomaniak email addresses:

1. Click here to access the bulk import tool (online service https://import-email.infomaniak.com).
2. Click on advanced mode: Import multiple email addresses from a CSV file (format .csv).
3. Download the proposed CSV template as an example:
   
   • The template is in this form: source-email@domain.com;sourcePassword;imap.source-host.com;sourcePort(993);sourceSsl(1or0);dest-email@domain.com
   • This means in the present case: source email address ; source email password ; mail.infomaniak.com ; 993 ; 1 ; destination email address all without spaces (example below)
4. Edit the csv file to create one with the necessary information for copying (see prerequisites above):
   
5. Upload the file using the Select a CSV file button:
   
6. Once the file is uploaded to the tool's page, correct any errors, then click on Import.
7. The copy process begins; you can wait and see the result on the page once the import is complete, or close the window (the import continues in the background and tracking is available - see below).
8. 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.
9. Tracking is available in the settings of the destination email addresses, on the Web app Mail (online service ksuite.infomaniak.com/mail) only:
   
10. Tracking allows you to see the history of imports:
    

This guide explains how to connect the desktop app Outlook 2007 (desktop application on Windows) to an email address hosted by Infomaniak.

Preamble

• The various services offered by Infomaniak are all compatible with the corresponding standard protocols (IMAP/SMTP for email, for example), 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 TOS.

Add the email address to the application

Prerequisites

• Create the email address in my kSuite or a Mail Service / kSuite.
• Create a password for the email address for the device you are going to configure.
• Check that the Mail Service is configured optimally.

To configure the email application:

1. Open the application.
2. Click on the Tools menu.
3. Click on Options:
   
4. Click on the Email Configuration tab.
5. Click on Email Accounts...:
   
6. Click on New:
   
7. Click on Configure manually.
8. Click on Next:
   
9. Click on the Internet E-mail button to connect to an IMAP server.
10. Click on Next:
    
11. Check and complete the missing information.
12. Click on Additional settings:
    
13. Click on the Outgoing server tab.
14. Click on My outgoing server requires authentication.
15. Click on the Advanced tab:
    
16. Replace the port numbers with the correct information and enable SSL.
17. Click on OK.
18. Click on Next:
    
19. Click on Finish:
    
20. Click on Close:
    
21. 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 & encryption protocol and command/method to activate this protocol: 587 + STARTTLS
• Username = the full & complete email address ( ? )
• Password = the one generated for the email address you want to view
• Authentication required for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same parameters as the incoming server" or, depending on the software/email clients, enter a username (= complete & full email address) and the generated password.

Refer to this other guide if you are looking for information about other messaging ports and protocols compatible (SSL / TLS for example).

In case of problem

Check that the Mail Service is configured optimally.

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

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

Preamble

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

Finding and identifying the mail error

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

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

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

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

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

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

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

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

Most common cases

SPF Failure

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

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

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

User Unknown

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

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

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

Temporary Failure

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

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

Blocked by SPAM Filter (or Content Rejected)

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

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

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

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

Bad Reputation

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

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

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

Domain Not Found (or DNS Error)

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

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

Mailbox Full

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

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

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

Part of their network is on our block list

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

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

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

Less Frequent Errors

Deferred - Delayed

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

Greylisting Delay

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

Malware message rejected

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

Message Size Exceeded / File Too Large

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

Rate Limit Exceeded

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

Sender denied: auth guards failed

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

The message contains a unicode character in a disallowed header

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

This guide explains how to delete folders that appear grayed out in the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail) or in some email software/clients such as Apple Mail, Mozilla Thunderbird, or Microsoft Outlook.

Ghost folders

Some email software/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 while the folder "klm" does not exist.

On Mail Infomaniak or in other software, ghost folders like the folder "klm" appear in gray and cannot be deleted directly because they are only "paths" to a real subfolder.

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 persist or reappear instantly after deletion, here are the technical procedures recommended by Microsoft to force synchronization:

1. Force Outlook folder reset

Sometimes, Outlook's local folder table is corrupted. A simple command can often fix this without deleting anything:

• Close Outlook completely.
• Press the Windows + R keys on your keyboard.
• Type outlook.exe /resetfolders and validate (this restores missing or corrupted folders from the server).

2. Reset the IMAP cache (.ost)

If the problem persists, forcing Outlook to rebuild its local database is often the most effective solution:

• Close Outlook.
• Access the folder: C:\Users\[Your Username]\AppData\Local\Microsoft\Outlook.
• Identify the .ost file named after your Infomaniak address and delete it (or rename it to .old for safety).
• Restart Outlook; the software will redownload all your messages and folders properly from the Infomaniak servers.

3. Use the MFCMAPI tool (Advanced Level)

MFCMAPI allows you to access the MAPI structure of your mailbox directly to delete what the standard Outlook interface refuses to touch:

• Download the latest version of MFCMAPI from GitHub (Official Source).
• Run MFCMAPI.exe and go to Session > Logon; select your Outlook profile.
• Double-click on your Infomaniak mail account in the list.
• In the new window, expand Root Container (or Root - Mailbox), then IPM_SUBTREE.
• Locate the problematic folder; right-click and choose Delete folder.
• Warning: in the dialog box, try simple deletion first; if this fails, retry by checking DELETE_HARD_DELETE (permanent deletion at the server level).

4. Final verification via Webmail

If a folder is deleted in Outlook but keeps reappearing, check on the Infomaniak Web app Mail if the folder is present, and delete it first via the Web interface before applying step #1 (resetfolders) in Outlook.

This guide explains what the external mail notice, "External" means, which appears on the Web app Mail (online service ksuite.infomaniak.com/mail) and the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) when reading certain messages:

External mail notice

The external mail notice appears in the following cases:

• The sender's domain name (or alias) does not match the email address configured in Mail.
• The sender is not part of the contacts (including suggested contacts).
• The email comes from an address hosted outside the Organization.

The notice will display as unknown instead of “ external” with some free offers like my kSuite.

Enable or disable the notice

You can enable or disable the notice, the effect is immediate for incoming emails and in the case of a response to an external email. To do this:

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned:
   
3. Click on Global Configuration in the left sidebar:
   
4. Click on the Security tab.
5. Enable or disable the toggle switch:
   

This guide explains how to save an email (as if you were downloading) but directly to your kDrive.

Preamble

• Save in a few clicks a message received on an address of your Infomaniak Mail Service, this in .eml format readable directly within your kDrive interface.
• To export all emails from an email address, refer to this other guide.
• To export email attachments, refer to this other guide.

Add an email to kDrive…

… from the Infomaniak Mail Web App

To export the email message of your choice to your kDrive:

1. Click here to access the Infomaniak Mail Web App (online service ksuite.infomaniak.com/mail).
2. Open the email you want to save.
   • Then click on the share icon at the top of the concerned message to add to kDrive:
     
3. Otherwise, you can also click on the Add to kDrive icon at the top of the concerned message:
   
   1. If the icon is not visible, click on the action menu ⋮ on the right.
   2. Then choose to customize the actions:
      
   3. to add the desired action:
      
4. Choose the kDrive (among those to which you are attached by your Organization) and the desired location on it to save your file - if you rename it, keep the .eml extension to be able to read it directly in the kDrive interface.
5. Click on the Add button.
   
6. A message at the bottom of the screen notifies you of the progress of the recording and allows you to go directly to the email save location:
   
7. The saved email can be viewed on kDrive as if you were reading it on Mail directly.

… from the Infomaniak Mail mobile app

To do this:

1. Open the email in question on the mobile app Infomaniak Mail (application for iOS / Android smartphone or tablet).
2. Click on the action menu ⋮ located at the top right of the displayed email.
3. Choose Save to kDrive and follow the same procedure as above in step 4.