Knowledge base
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This guide presents how RBLs work, the questionable politics of some of them and the means to solve a possible blockage.
What is RBL?
The RBL (Realtime Blackhole List) or DNSBL (DNS Black List) are lists containing addresses/IPs/names of providers/servers reputed to be major senders of spam.
These are often large generalized blacklists (blacklist), making it possible to identify messages considered undesirable and those who send them, maintained by certain service providers ( smtpcheck , uceprotect : non-exhaustive list )...
When an email address is identified as belonging to a spam sender, we block it to prevent the receipt of unsolicited mail. A block in our RBL does not expire. Addresses will be listed indefinitely.
What to do in case of blocking on this subject?
If you receive a message that your email address is blocked by RBL, it means that our security system has detected suspicious or unwanted activity associated with this email address. This may include sending unsolicited mass mailings, participating in phishing campaigns or other malicious behavior.
If the error mentions your address and RBL
If you get type errors
anna.a@domain.xyz is rbl blacklisted - http://chk.me/rbl
when sending an e-mail and you think it is a false positive, our support remains at your disposal if needed.
To prevent your email address from being blocked by our RBL blocking system in the future, please follow these email best practices:
- do not send unsolicited mail or mass messages to unknown recipients ( find out more )
- regularly sort your list of recipients
- not engage in phishing or cybercrime activities
- ensure the highest level of security where your emails are used:
- strong password
- up-to-date software
- operating system (Android/iOS/Windows/macOS etc.) up to date
If the error mentions an organism like Sorbs or Barracuda
If you get type errors
554 5.7.1 Client host blocked using sorbs
or similar, you must:
- follow the procedure of the organization mentioned (for example http://www.barracudacentral.org ) to obtain the removal of your address from the list
- temporarily change Internet service provider or connection method - WIFI vs 4G/5G - to send your messages
- inform your correspondent and his messaging provider to take the necessary action and/or to no longer use an unreliable RBL
- wait a few hours and try again
Fewer and fewer professionals (ISPs, hosts, etc.) are using Backscatterer / UCEPROTECT type service providers whose vocation is above all financial and there are a lot of other very effective lists, such as ABUSIX or SPAMCOP , well kept up to date and whose the real goal is to fight against spam, one of our priorities .
This guide explains how to share contacts in an Infomaniak address book with other Mail users.
Share an Address Book
To share contacts:
- Log in to Contacts (contacts.infomaniak.com) using a web browser like Brave or Firefox
- Click on the action menu â‹® to the right of an address book
- Click on Share
- If there is already an ongoing sharing, and you want to start another one, click on Share at the top; otherwise, click on the Share button below
- Enter the email address of the Mail account of the user who will access the address book; if the user does not yet have a Mail account, they can create one for free
- Determine the user's rights on this address book (Administration, Read-only, Read and write)
The contacts created or moved/copied to this address book will be visible to all users with access to the sharing.
This guide explains how to unlink (detach) an email address from your user account. As a result, the Web interface mail.infomaniak.com and the Infomaniak Mail application on smartphones will no longer display the removed email address.
Detach an Email Address from the Browser
To remove an email address currently viewed in Mail Infomaniak:
- Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Edge
- Click on the chevron on the right of the email address currently visible in Mail
- Click on the action menu â‹® on the right of the email address you want to unlink
- Click on Detach this email address
- Click on the red button to confirm the removal
Learn More
- Attach an email address from the browser
- Attach / detach an email address from the Infomaniak Mail application
- Permanently delete an email address and its content
This guide explains how to connect the Thunderbird email application to an email address hosted with Infomaniak.
⚠️ Infomaniak email is compatible with any application that supports, among other things, IMAP/SMTP. For additional help, contact the support of the software used or a partner — also read about the role of the host.
Prerequisites
- create the address within an Infomaniak Mail Service (or with the free ik.me offer)
- test the password of the email address (do not confuse it with the one used to log in to the Infomaniak interface)
- check on the Mail Service that the automatic diagnostic is correct
Add the email address to the application
To configure the email application:
- download the latest version of Thunderbird
- open the application
- check and complete missing information
- click on Continue
- the information found by Thunderbird about your mail provider is displayed, leave IMAP selected:
- click on Finish
- in some cases, a warning about a certificate may appear, just confirm the security exception if the information mentions Infomaniak:
- the summary of your registration appears, click on Finish to add the address (or configure other services from there):
- there you go, your email address is now configured in the application:
Settings to use
- IMAP/SMTP server name
mail.infomaniak.com
- IMAP port
993
(SSL) - SMTP port
465
(SSL) - username
full email address
- password
email address password
- mandatory authentication (learn more)
In case of problems
Do not contact Infomaniak Support if your email address works well outside the application. The most common error concerns the use of an incorrect password. Our troubleshooting guides help you solve any problems:
- follow the solutions given in this guide (click here) regarding email in general
- this guide (click here) specifically concerns Thunderbird
and if your Thunderbird no longer works after changing your email password, read this guide (click here).
To permanently delete tracked emails appearing in your email software or on Mail:
Microsoft Outlook
Go to the Edit menu -> Erase deleted messages (in English, you must have a Purge menu).
Apple Mail
Go to BAL menu -> Erase Deleted Items
They will then disappear from your Webmail as well.
This guide details the limits of your email in terms of size (message size and disk space) set up as part of the Infomaniak email offers and guides you on how to check your storage usage.
Email Size Limits
Storage
The total volume of your emails is unlimited, both in terms of the number of messages and the space it occupies in storage.
Only users of free email accounts @ik.me (+ etik.com, etc.) cannot exceed 20 GB of storage.
There is no time limit for message retention in the inbox or subfolders, except for an email that would be deleted, marked as spam, or moved manually/automatically to the "Trash" or "Spam" folder (or one of its equivalent names like "Deleted Items," "Trash," "Junk," etc. - non-exhaustive list)...
In this case, the email is automatically deleted after 30 days with no possibility of recovery.
Backups made by Infomaniak also have a retention period.
It is not recommended to keep more than 4,000 to 5,000 messages per folder (slowing down message indexing). It is therefore advisable to move your messages to subfolders, which also makes them easier to access. You can do this manually or set up automatic sorting rules.
Email Size
The maximum size of an email for sending and receiving is 200 MB (including both attachment size and the text and image(s) in the email).
Attachments
With Mail, the attachment size limit is 25 MB; beyond this, a Swisstransfer link is generated (learn more).
Viewing Total Size from Mail
To do this:
- Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Firefox
- Check or select the relevant email address from the dropdown menu in the left sidebar
- Click the action menu â‹® to the right of the relevant item in the table that appears
- Click Email Address Settings
- Click Refresh in the Storage section to display the mailbox size
Still Having Problems?
In cases where the recipient's email address is not hosted with Infomaniak, you may receive an error message when sending the email. This can take various forms, such as: "Recipient address rejected: 5.2.2 Over quota 554 5.0.0 Service unavailable."
This may indicate that your recipient's mailbox is full and they can no longer receive emails or that the email you are trying to send is too large.
You need to contact your correspondent and ask them to empty their mailbox or inquire about the maximum message size you can send to them.
Learn More
- Limits of the free ik.me Mail offer
- Limits on the number of email recipients
- Limits on the number of outgoing emails
This guide details the rules to follow when sending emails from Infomaniak to multiple recipients without it being considered spam.
Obtaining Recipient Consent
Infomaniak is a Swiss host governed by Swiss laws. These federal laws and our terms of service stipulate that potential recipients must give their consent before being added to an email mailing list.
To have a user's registration for a newsletter considered voluntary, the user must:
- have entered their email address in a form dedicated to a specific topic
- have clicked on a validation link automatically sent after registration (point 1); this registration should only concern the topic specified at the time of registration
- be registered by the Newsletter system with their IP address and the date
This is called a double opt-in registration. The term "double opt-in" refers to a registration process in which a user takes two distinct actions to confirm their intention to receive communications, typically newsletters or marketing emails.
The owner of an email address can report any received message as spam at any time. Collecting subscriber registrations through double opt-in is the only way to protect against a potential spam complaint.
What to Do in Case of a Spam Complaint ?
As an email provider, Infomaniak must demonstrate its cooperation in the fight against spam and ensure that all of its customers are not blocked/blacklisted by potential complainants' email providers.
In the event of a spam complaint, Infomaniak may temporarily suspend deliveries and ask the message sender for proof of the complainant's registration; if provided, the complaint will become invalid.
However, the complaint will be justified if no registration proof is provided, and Infomaniak may be forced to take action: suspension of the email address, domain name, or contract termination in case of repeat offenses.
How to Stay Compliant?
If you wish to conduct email campaigns, make sure you have the information from point 3 above (IP address and registration date of each subscriber). This process ensures that the user has expressly confirmed their desire to receive communications, thereby strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized registration.
It is advisable to build your list by inserting a contact form on your website that will ensure the collection of your subscribers' email addresses via double opt-in.
An unsubscribe link must also be visible and included at the bottom of each of your newsletters.
This guide explains how to automatically forward new messages from an existing email address managed by Infomaniak to the email account of your choice, even if it's completely external to Infomaniak, while retaining (or not) the messages.
Add a redirection from Infomaniak Mail
Prerequisites
- have a valid access to Mail Infomaniak where the email address is linked
- have permission to change the password of the address: if you were invited to Mail to manage your address, it's possible that the Mail Service manager removed this right from their admin account
To access your Infomaniak mailbox:
- log in to Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
- click on the cog icon at the top right of the interface
- check or select the relevant email address from the drop-down menu
- click on Redirects
- click on the blue button Add a redirection
- enter a destination email address per line
- click Add
Add a redirection from Mail Service
To access Mail Service:
- log in to Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
- click on the module layout icon at the top right of the interface (or navigate through the left sidebar menu, for example)
- choose Mail Service (universe Collaborative Tools)
- click on the name of the relevant object in the displayed table
- click on the relevant email address in the displayed table
- click on the Redirection and aliases tab or from the left sidebar menu
- click on the blue button Add a redirection
- enter a destination email address
- click the blue button + to add more email addresses
- click Confirm to complete the addition
- click the toggle button / to Keep or not keep a copy of emails on the email address after redirection
Copy or Move?
Once a redirection email address is added, you can check the box to delete emails from the server after forwarding, the redirection then becomes a move and no longer a copy.
Delete email redirects
You cannot apply the redirection service to multiple email addresses of a domain in a single operation. However, the reverse is possible, and you can therefore select all the addresses of a Mail Service and delete their possible redirection.
In case of a problem
Regarding Gmail, read this guide (click here)
This guide explains how to recover events, tasks, unavailability, time slots deleted by mistake in one of your Infomaniak calendars found in the Infomaniak Calendar section (calendars/calendars) of Mail .
Restoration of calendars/planners
Restore points are performed daily. If events can be restored then you can go back to the point 24 hours, 48 hours, 7 days and 30 days ago:
- go to the Infomaniak calendar ( calendar.infomaniak.com )
- click on Advanced actions from the left side menu
- select Restore
- choose the calendar to restore
- choose the desired version (1/2/7/30 days)
- launch the restoration using the button at the bottom of the page which is activated if events can be restored
This guide concerns the Infomaniak Mail application, which allows you to manage your emails on iOS / Android smartphones.
Accessing the Application Settings
To open the Infomaniak Mail application settings on your smartphone:
- tap on the top left of your inbox:
- click on the gear icon at the top of the opened panel:
- you can manage settings from the displayed screen:
a. Choosing a Signature
If you have multiple email addresses linked to your account, tap on the email address for which you want to change the signature.
Then choose another signature from the configured ones.
b. Locking the Application
This option allows you to protect the application with one of the locking methods of your smartphone, which allows you to stay connected to the Infomaniak mailbox with your user account but prevents access to Infomaniak Mail by a third party when the application is no longer in the open applications.
If your device has a fingerprint reader, you can use this method to activate the lock:
c. Device Notifications
You can configure notifications for each of the linked email addresses in the application:
d. Contacts & Calendars Synchronization
For now, this synchronization is managed externally, follow for example the assistant https://config.infomaniak.com/.
e. Conversation List Density
The display mode can be compact, normal, or wide.
f. Theme
The theme allows you to choose a dark mode display or, conversely, a light display black on white. This display can also be set according to the device theme (thus allowing you to resume any system settings that would vary the display depending on the time).
g. Accent Color
The accent color is either blue or pink.
h. Swipe Actions
Swipe actions allow you to define what operation Infomaniak Mail should perform if you swipe your finger on a message from right to left or left to right in the list:
The possible actions are:
- delete the message (it goes to the trash)
- archive the message (it goes to an archive folder)
- mark the message as read or unread
- move the message (and in this case the list of folders is displayed after a swipe)
- favorites (to activate a tracking on the message)
- mark as spam
- quick actions menu (also accessible from reading the message and which offers to write a reply, forward, delete, print, etc.)
and it is also possible to choose "none" to avoid operations that would not be desired if your device is not suitable for swiping:
i. Message Display Mode
Choose between a message tracking display (conversation mode) or individual.
j. Display External Content
Choose between automatic or on-demand external content display (images...)
Application Language
The language is based on the language of the smartphone on which the Infomaniak Mail application is installed and not on the language set on your user account.