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 version before the change. These tips are also valid if you encounter issues while using the Infomaniak product interface.

Preamble

• While browsing, a web browser saves the data viewed in a reserved space, this to avoid asking the server again for the data already viewed, to save time and resources.
• Your cache can contain a lot of data and sometimes the browser gets confused. Websites may then display incorrectly or show an outdated version.
• Clearing the cache ensures that you have the very latest version of the page or folder consulted.

Clear the web browser cache…

… on Safari

Select your macOS version to view the corresponding Apple help.

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

Refer to the Google help.

… on Firefox

Refer to the Mozilla help.

… on Edge / Internet Explorer

Refer to the Microsoft help.

This guide explains how to obtain information on…

• … the connections made to the Manager Infomaniak with your user account login ID
• … the activities performed within the Manager by your user account

Get the user account connection log

To view a connection log (active sessions) that occur on the Manager Infomaniak with your user account login ID:

1. Click here to access the summary of accesses to the Infomaniak Manager by your user account.
2. From the Account Access tab, view the list of devices connected to your Infomaniak account:
   
3. You can end an open session by clicking on the icon to the far right of the name of the device connected to your account, which will log it out.

Be notified in case of successful or unsuccessful connection

To be notified by email upon connection or attempted connection to your user account:

1. Click here to access the security summary of your user account on the Manager Infomaniak.
2. Click on Security settings:
   
3. Select the cases for which you want to be alerted by email (warning upon successful login, or only in case of failed login).

In the same place, you can choose from how many minimum failed attempts to lock your user account.

Once locked, the account can be unlocked by an Organization administrator or through a secure form.

Get the user account activity log

To view the recent activities performed within the Manager by your user account:

1. Click here to access a summary of your user account activity on the Infomaniak Manager.
2. From the Account Activities tab, view the latest activities and actions of your user account:
   
3. Search and filter options for logs are available: date, product, or type of action.

This guide presents the operation of RBLs, the questionable policy of some of them and the means to resolve a possible email block.

Preamble

• RBLs (Realtime Blackhole Lists) or DNSBLs (DNS Black Lists) are lists containing addresses / IPs / provider names / servers, known as major spammers.
• These are often large, generalized blacklists that help identify unwanted messages and their senders, maintained by certain providers (smtpcheck, uceprotect: non-exhaustive list)…

Adding the email address to the RBL

When an email address is identified as belonging to an unwanted sender, it is blocked to prevent the receipt of unsolicited mail. A block in the RBL does not expire. Addresses will be listed indefinitely.

If you receive a message indicating that your email address is blocked by RBL, this means that Infomaniak's security system has detected suspicious or unwanted activities associated with this email address. This can include mass sending of unsolicited mail, participation in phishing campaigns or other malicious behaviors.

Resolving an email block (RBL)...

… if the error mentions your address and RBL

If you encounter errors of the type

anna.a@domain.xyz is rbl blacklisted - http://chk.me/rbl

when sending an email and you think it's a false positive, contact Infomaniak support.

To prevent your email address from being blocked by the RBL blocking system in the future, follow best practices for email use:

1. Do not send unsolicited mail or mass messages to unknown recipients.
2. Regularly sort the list of recipients used.
3. Do not engage in phishing or cybercriminal activities.
4. Ensure the highest level of security where your emails are used:
   1. strong password
   2. software up to date
   3. operating system (iOS, Android, Windows, macOS, etc.) up to date
   4. associated domain configuration up to date

… if the error mentions an organization like Sorbs or Barracuda

If you encounter errors of this type

554 5.7.1 Client host blocked using sorbs

or similar:

1. Follow the procedure of the mentioned organization (e.g. http://www.barracudacentral.org) to get your address removed from the list.
2. Temporarily switch your Internet service provider or connection method - WIFI vs 4G/5G - to send your messages.
3. Inform your contact and their email provider to take the necessary steps and/or to stop using an unreliable RBL.
4. Wait a few hours and try again.

Fewer and fewer professionals (ISP, hosts, etc.) use providers like Backscatterer / UCEPROTECT which are primarily profit-driven. There are many other highly effective lists, such as ABUSIX or SPAMCOP, which are well-maintained and genuinely aimed at fighting spam, one of the priorities of Infomaniak.

This guide explains how to connect the desktop app Thunderbird (desktop application) to an email address hosted at Infomaniak.

Prerequisites

• Create the address within my kSuite or on a Service Mail (Service Mail only, 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. Download the latest version of Thunderbird.
2. Open the application.
3. Check and complete the missing information by scrolling down if necessary.
4. Click on Continue:
   
5. The information found by Thunderbird about your email provider is displayed, leave IMAP selected:
   
6. Click on Finish.
7. In some cases, a warning about a certificate may appear. Simply confirm the security exception if the information mentions Infomaniak:
   
8. The summary of your registration appears, click on Finish to add the address (or configure other services from there):
   
9. There you go, your email address is now set up 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 parameters 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 Thunderbird.

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

This guide explains how to configure and customize the display of the Web app Mail Infomaniak (online service mail.infomaniak.com).

Preamble

• General settings affect all email addresses currently attached to your account on Mail.
• They are specific to your user only and do not affect other users (from the same Organization for example).
• The same email address retrieved on Mail by another user will have its own settings independently of yours.

Access settings

To do this:

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Browse through the various menus on the left and, depending on the type of customization desired, first select the email address to configure:
   
   

Examples of settings

You can never quote the original message when replying: refer to this other guide for more information.

Also:

Manage light/dark theme

The automatic mode is based on the settings of your operating system (macOS / Windows...) and is global to the Calendar, Contacts, kSuite etc. interfaces.

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Appearance in the left sidebar.
4. Set up the interface (e.g., light/dark theme):
   

Customize the display type

To **always write in a full-screen window** instead of the reduced display at the bottom right:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Send in the left sidebar.
4. Turn on the toggle switch to the right of the “Compose emails in full screen” option:
   

To change the display density of your inbox:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Customization in the left sidebar.
4. Choose the desired display type.
5. Choose the desired display density:
   

Choose the default font

Further down on the same window, you can set the default font for all your new messages:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Customization in the left sidebar.
4. Select the desired font:
   

Change the number of items displayed

You can increase or decrease the number of emails displayed on a single page up to a maximum of 200 items:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Reception in the left sidebar.
4. Choose the number of items to display:
   

Group your emails by subjects/senders

This mode allows you to group received emails based on the discussion subject, making the inbox display lighter and easier to follow messages from different conversation participants:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Reception in the left sidebar.
4. Choose a Message display mode:
   

When the Discussions mode is not activated, you read your emails one by one:

When it is activated, you read the different messages in the same window chronologically, one below the other:

In your inbox, you can directly see the number of emails contained in a single discussion:

Modify the specific settings for email addresses

To access the signature, alias, etc. settings specific to each of your Infomaniak email addresses:

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Check or select the relevant email address from the dropdown menu in the left sidebar:
   
4. Click on the different elements of the left secondary sidebar to configure your email address:
   

This guide explains how to delete an Infomaniak user account / Mail, i.e. erase your access to the Manager and/or the Mail interface mail.infomaniak.com.

Preamble

• This operation results in the immediate deletion of your calendars and address books.
• All access to the Manager with this identifier will be lost.
• This operation does not result in the deletion of email addresses accessed from the account in question (except for some free offers, but in this case, this is specified to you before the deletion operation).
• If the account you are using is the only account existing within an Organization, you will first need to delete the Organization or appoint someone else in order to be able to delete your account.

Delete a user account / Mail

To access the user profile section:

1. Click here (or on the pill with your initials / avatar at the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. Click on the trash can to the right of your name to delete account and data:
   
3. Enter the login password one last time, then the account will be deleted.

This guide explains how to cancel the sending of an email from the Web app Mail Infomaniak (online service mail.infomaniak.com).

Preamble

• By default, you have 15 seconds to cancel the sending of an email.
• If necessary, you can disable this feature or increase the sending delay up to 30 seconds.
• This feature applies to all email addresses present in your Mail interface.

Set the cancellation delay

To do this:

1. Click here to access the Web app Mail Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Click on Send in the secondary sidebar menu.
4. Set the cancellation delay (0, 10, 15, 20, 25 seconds) for sends according to your preferences:
   

Cancel the current sending

When you click the send button for your message composed in Mail, you can cancel the sending within the allotted time from the sending notification that appears at the bottom center of your screen, by clicking the CANCEL button.

The message in the process of being sent will return to the draft stage and you can resend it if necessary or delete the draft.

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

Edit the user account details

To edit your personal details:

1. Click here (or on the badge with your initials/avatar at the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. ‍Click on the pencil icon ✎ to the right of the current first and last name to edit personal information:
   
3. Click on Save.
4. By clicking to the left of the current first and last name, you can add a profile picture to your user account that will display instead of your initials; it is recommended to import an image with a minimum of 210 pixels on each side.

Learn more

• Modify the email used as the login identifier for the platform
• Change the phone number

This guide explains how to display the folders of your Infomaniak mailbox with a mail client software using the IMAP protocol.

Preamble

• The various generic folders are created by Mail Infomaniak during the very first connection to the interface.
• It is therefore possible that some IMAP email clients do not display any folders if no prior connection has been made to Mail.
• Even if they are present in Mail, it is still possible that some folders do not appear in your IMAP configured email client.

Force IMAP folder synchronization…

… on Microsoft Outlook

In some cases, after configuring an Infomaniak address in the Outlook email client, some folders may not appear. In this case, it is necessary to check the synchronization with subscription folders in Outlook:

1. Start the Outlook software on your computer.
2. From your Infomaniak email address, right-click on the inbox folder.
3. Select IMAP Folders:
   
4. Uncheck the option: When displaying the hierarchy in Outlook, show only the folders that are subscribed to
   
5. Click on Apply.

…on Thunderbird

In some cases, after configuring an Infomaniak address in the Thunderbird email client, some folders may not appear. In this case, it is necessary to manually check these folders from the subscription menu of Thunderbird:

1. Start the Thunderbird software on your computer.
2. Right-click on the relevant Infomaniak address and select the Subscribe menu:
   
3. Check the missing folders.
4. Click on Ok to confirm the selection.

... elsewhere

In your usual email software/client, find the label "IMAP folders" and/or "subscribe", "subscription" etc. Otherwise, look in a possible TOOLS menu... Refer to these search results for more information.

Modify the synchronized folders

Refer to this other guide to modify the location of certain generic folders.

This guide for the Web app Mail (online service mail.infomaniak.com) or the mobile app Infomaniak Mail (application for iOS/Android smartphone or tablet) explains how to print an email to get a paper printout (or better: PDF) of your message and not of the interface itself.

Print an email…

… from the Web Mail app

For this:

1. Click here to access the Web app Mail (online service mail.infomaniak.com).
2. View the email to print.
3. Click either on the printer icon on the right of the message frame…
4. … or on the action menu ⋮ then on Print:
   
    

You can also, from the list of messages, select 1 message (the print option will be disabled if you select more) and print it:

1. Click the box to select a message from the list.
2. Click on the action menu ⋮ at the top of the message list.
3. Click on the printer icon to print the selected message:
   

… from the mobile app Infomaniak Mail

For this:

1. Open the Infomaniak Mail mobile app (app for iOS/Android smartphone or tablet).
2. View the email to print.
3. Press the action menu ⋮ at the top right of the message.
4. Press Print:
   ‍