This guide concerns the notifications that can be received with the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

To be notified according to the specific email address

The Infomaniak Mail mobile app allows you to manage multiple email addresses and you can choose to receive notifications for only some of your email addresses and not others.

To access the notification settings of the application, refer to point C of this other guide.

Troubleshoot an issue…

… on iOS

Check in the settings of the Infomaniak Mail mobile app that notifications are enabled for the email address in question:

... on Android

On Samsung devices with One UI 6.1 and above, the system settings screen for notifications no longer allows you to specify by default which of your email addresses should trigger a notification.

The solution is to enable the option “Manage notification categories for each application” from the main Android notifications page, by first clicking on “Advanced settings” at the bottom of the window.

Go back to the notification page of the Infomaniak app and you will be able to tap on “Notification Categories” to find the choice of specific notification by email address.

Receive all notifications

If you have enabled notifications for the app on your mobile device, you will receive a notification for each new message that arrives.

Troubleshoot an issue…

If you see a new message arrive in your inbox, but it has not triggered any notification on your device, there may be multiple reasons for this.

1. Start by opening the app to make sure it is working, update it if necessary.
2. Open another application or turn off the device screen (if the Infomaniak Mail application is open, in the foreground, screen on, the device may not emit any notification).
3. Send a new test message to your email address to trigger a notification.
4. Is the test message in the inbox? Indeed, a message going to spam or another folder may not trigger any notification.

... on Android

1. Have you waited for several dozen minutes? Indeed, quick notifications (like push) require going through a Google service to function, but some devices that do not use Google services (like Fairphone) may receive notifications at much longer intervals.

This guide explains how to automatically transfer new messages from an existing email address, managed with Infomaniak, to the email account of your choice, even if it is completely external to Infomaniak, while keeping (or not) the messages.

Number of possible redirections

Number of email addresses that can be specified to redirect emails from an existing email address:

• my kSuite+ = 100‍‍
• kSuite Standard max. 1 user = 10‍‍‍ | kSuite Standard min. 2 users = 100‍‍ | kSuite Pro = 100‍‍ | kSuite Entreprise = 100‍‍‍
• Service Mail Starter = 10‍‍ | Service Mail 5 addresses min. = 100‍

Add a redirection from the Infomaniak Web Mail app

Prerequisites

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

To access your Infomaniak mailbox:

1. Click here to access the Mail Web app Infomaniak (online service mail.infomaniak.com).
2. Click on the Settings icon ‍ at the top right of the interface.
3. Check or select the email address in question from the dropdown menu on the left sidebar.
4. Click on Redirections:
   
5. Click on the blue button Add a redirection.
6. Enter a destination email address per line.
7. Click on Add.

Add a redirection from Service Mail

To access the Mail service:

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 email address concerned in the table that appears.
4. Click on the Redirection and alias tab or from the left sidebar.
5. Click on the blue button Add a redirection:
   
6. Enter a destination email address.
7. Click on the blue + button to add more email addresses.
8. Click on Confirm to finish adding.
9. Click on the toggle switch to keep or not a copy of the emails on the email address after redirection.

Copy or move?

Once an email redirection address has been 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 redirections

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 trouble

• Gmail emails are redirected without any particular restrictions EXCEPT in a very specific case.
• Any email considered as spam by Infomaniak will not be redirected.

This guide details the rules to follow to send emails from Infomaniak to multiple recipients without it being considered as spam.

Preamble

• Infomaniak is a Swiss hosting provider governed by Swiss laws, federal laws (and general terms of use) which stipulate that before being added to an email sending list, potential recipients must have given their consent.

Getting the recipient's consent

For a user's subscription to a newsletter to be considered voluntary, the user must:

1. To have entered their email address in a form dedicated to a specific topic.
2. To have clicked on a validation link automatically sent after registration (point 1); this registration must only concern the subject specified at the time of registration.
3. To be registered by the Newsletter system with the IP address and date.

This is called a double opt-in subscription.

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 sign-ups through double opt-in is therefore 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 none of its customers are blocked/blacklisted by the email providers of potential complainants.

In case of a spam complaint, Infomaniak can therefore temporarily suspend deliveries and ask the sender of the message for proof of registration of the complainant; in this case, the complaint will become void.

However, the complaint will be justified if no proof of subscription is provided and Infomaniak may be forced to take measures: suspend the email address, the domain name or terminate the contract in case of recurrence.

How to comply?

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 explicitly confirmed their desire to receive communications, thereby strengthening the legitimacy of the subscriber list and reducing the risk of spam or unauthorized sign-ups.

It is therefore recommended to build your list by inserting a contact form on your website that will ensure to collect the email addresses of your subscribers via double opt-in.

An unsubscribe link must also be visible and appear at the bottom of each of your newsletters.

This guide concerns the products that integrate the use of artificial intelligence, notably kChat, kDrive, Mail, Site Creator…

Responsibilities of the parties

Data provided to the AI

• Infomaniak's AI is currently based by default on mixtral8x22b.
  • GPT4 turbo is an optional choice left to the user of kChat / Mail; DeepSeek-R1-distilled-qwen-32B is also offered on the site and the API.
  • Audio messages are transcribed with Whisper.
  • Llama 3 is available for the API AI Tools.
• When using a writing assistant, messages and requests sent to the AI are exclusively processed in Switzerland by Infomaniak's infrastructure.
• No data is processed or shared with a third party.

Data provided by the AI

• The language model generates text based on the data it has assimilated during its training, devoid of consciousness, intentions, or moral responsibilities.
• It is crucial that the user be aware that the information generated by the model is not always accurate and should not be considered an infallible source of information.
• He must exercise his critical judgment and verify the information provided by the assistant with reliable sources when necessary.
  • For example, if someone uses the model for crucial tasks such as medical, legal, or financial advice, they must take additional precautions to confirm the information provided by the model.
• In case of inappropriate or dangerous use of this assistant, the responsibility lies with the user who takes these actions.

This guide concerns Greylisting, a protective measure that is implemented on Infomaniak's mail servers.

How Greylisting Works

Greylisting is a technique used by Infomaniak mail servers (among others) to combat spam. It relies on the principle of temporarily delaying the delivery of an email to verify the legitimacy of the sender. This method exploits the fact that spam servers often send emails without adhering to message retransmission standards.

1. Initial Reception

When a mail server receives an email, it records three elements:

• the sender's IP address
• the sender's email address
• the recipient's email address

2. Temporary Rejection

The server temporarily rejects the delivery of the email and sends a temporary error message (code 4xx). This means that the message is not permanently rejected, but that the sending server must try again later.

3. Retry

Legitimate mail servers are programmed to retry delivering messages after a certain delay. Spam servers, on the other hand, often do not bother to retry.

4. Acceptance

Upon retry, if the email comes from the same trio (sender's IP, sender's email address, recipient's email address) noted previously, the message is accepted and delivered to the recipient.

This guide details the limits of your email at the size level ( weight message size and the size of the message disk space) set up as part of the Infomaniak email offers and guide you to view the storage used.

Limit of the size of the mailbox

• The total volume of your e-mails is unlimited, whether it is in number of messages or in place that it represents on the storage space.
• Only the supply my kSuite may not exceed 20 GB of storage.

Limit of the size of each e-mail

• The maximum size of an e-mail sent and received is 200 MB (this includes both the size of the attachment and the text and image(s) present in the e-mail).
• With the Web app Mail Infomaniak (online service) mail.infomaniak.com) the size limit of the attachments is 25 MB, beyond a link Swisstransfer is generated.

Limit of storage time of messages

• There's no such thing as no time limit for storing messages in the inbox or in subfolders, with the exception of: an e-mail that would be deleted, or reported as spam, or moved manually/automatically in the folder "Trash" or "Spam" (or one of its equivalent names as "Elements deleted", "Erased Messages", "Indesirable Mail", including spelling in another language, "Junk" e.g. - non-exhaustive list)... In this case, the e-mail is automatically deleted after 30 days no possibility of recovery.

• The backups made by Infomaniak have a period of detention.
• It is not recommended to keep more than 4,000 to 5,000 messages per folder (reduce the indexing of messages). It is therefore advisable to move your messages to subfolders, which also facilitates their consultation. You can do it. manually or to put in place automatic sorting rules.

Show total size from the Mail Infomaniak Web app

To this end:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Check or select the relevant email address from the drop-down menu in the left side menu.
3. Click on the action menu ⋮ to the right of the object concerned in the array that appears.
4. Click on Mail address settings:
   
5. Click on Refresh in the box Storage to display the size of the box:
   

Other courier limits

• Limitations on the number of recipients e-mail
• Limits of outgoing emails per 24 hours

A problem, though?

In case your recipient's e-mail address is not hosted by Infomaniak, you may receive a error message at the time of sending the e-mail. This can take various forms, e.g. Recipient address rejected : 5.2.2 Over quota 554 5.0.0 Service unavailable. 

This may indicate that your recipient's box is full and can no longer receive email or that the email you are trying to send is too large.

This guide concerns the setup of the mobile app Infomaniak Mail (app for iOS/Android smartphone or tablet).

Access the application settings

To open the settings of the mobile app Infomaniak Mail on your device:

1. Tap at the top left of your inbox:
   
2. Click on the Settings icon ‍ at the top of the panel that opened:
   
3. You can manage the settings from the screen that appears:
   

a. Signature selection

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 among those configured.

b. Application lock

This option allows you to protect the application using one of your device's lock methods, which allows you to stay logged into Infomaniak Mail with your user account but prevents access to Infomaniak Mail by a third party when the application is no longer among the open applications.

If your device has a fingerprint reader, you can use this method to activate the lock:

When reopening the application, authentication is required:

c. Notifications on the device

You can configure notifications for each of the email addresses linked in the application:

Also, refer to this other guide regarding mobile notifications.

d. Contact & calendar synchronization

For now, this synchronization is managed externally. Please refer to the assistant https://config.infomaniak.com/.

e. Conversion 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 with black on white. This display can also be set based on the device's theme (thus allowing for any system setting that might change the display based on the time of day).

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 across a message from right to left or from left to right:

The possible actions are:

• delete the message (it goes to the trash)
• archive the message (it goes into an archive folder)
• mark it as read or unread
• move the message (in this case, the folder list appears after a swipe)
• favorites (to activate tracking on the message)
• mark as spam
• quick action menu (also accessible from reading the message and offers to write a reply, perform a transfer, deletion, printing, etc.)

It is also possible to select "none" to avoid unwanted operations if your device is not suitable for scanning:

i. Message display mode

Choose between a threaded display of messages (conversation mode) or individual.

j. Display external content

Choose between automatic or on-demand display of external content (images...).

Application language

The language is based on the language of your device on which the Infomaniak Mail mobile app is installed and not on the language set on your user account.

This guide helps you better understand the peculiarities that may arise in the display of emails when using various messaging applications and Infomaniak Mail apps.

Preamble

• It can happen that inconsistencies occur in the display of a list of emails contained within a folder (example: the Sent folder) Sent Messages) and that the messages sorted and considered as the most recent by one device will not be the same as those displayed when using another tool.

Understanding Unique Identifiers (UID)

UIDs (Unique Identifiers) are unique identifiers assigned to each message in an IMAP mailbox. They are used to uniquely identify each message, regardless of changes made to folders or the messages themselves. UIDs are particularly useful for managing and synchronizing emails across multiple IMAP email clients/software:

• Each email is assigned a unique UID at the time of its creation in a mailbox; this UID does not change as long as the email exists, even if its content or metadata is modified.
• UIDs are typically sequential, which means that more recent messages generally have higher UIDs.
• During email synchronization, IMAP email software/clients can use UIDs to determine which messages are new, modified, or deleted since the last synchronization; this allows for efficient email management without having to download and compare all messages.
• Depending on the tool used, to display them in the order they were received, messages can be sorted by their receipt date or by UID.

Do not confuse with:

• Message Sequence Number (used for temporary operations based on the current position of the messages)…
• Message-ID (RFC 5322) (used to uniquely identify messages across different servers and email clients)…
• X-Message-Id (server-specific and used for internal tracking purposes)…
• Thread-Index and Thread-Topic (used by Microsoft applications for tracking conversation threads)…
• GMail Unique Identifiers (specifically used by Gmail to manage messages and conversation threads)…

IMAP applications and Infomaniak Mail app

The issue may appear in this form at the server command level:

758 - date.sent: 2017-10-11 23:15:26 (+0100)
757 - date.sent: 2017-10-11 15:00:55 (+0100)
756 - date.sent: 2017-10-11 14:39:28 (+0100)
(...)
742 - date.sent: 2018-01-17 00:40:21 (+0000)
741 - date.sent: 2018-01-17 00:30:33 (+0000)
740 - date.sent: 2018-01-17 00:26:07 (+0000)
(...)
51 - date.sent: 2022-10-07 16:39:16 (+0100)
50 - date.sent: 2023-06-13 10:15:00 (+0100)
49 - date.sent: 2023-06-07 12:11:35 (+0100)

Here, it is observed that emails from 2017 have a higher UID (758, 757, ...) than emails from 2023, which are more recent. The UIDs must have been reassigned for some reason or another over the course of this email account's existence (moves, copies, imports, etc.).

Depending on how the email tool sorts messages, an email from 2017 may appear among recent messages while an email from 2018 will not be loaded immediately. This is particularly true for Mail Infomaniak which loads emails in series based on the UID (this is subject to change).

Therefore, to resolve any inconsistencies, it is recommended to use an IMAP email software/client like Thunderbird on a computer, which will allow you to quickly and efficiently sort all the messages in a specific folder, based on the email date, as the application will display all the messages present on the Infomaniak server.

This guide offers several solutions to quickly delete a large number of emails contained in an email address hosted by Infomaniak. Note that the size of your mailbox is not limited.

Delete emails in bulk…

… from the Infomaniak Web Mail app

1. Click here to access the Mail Infomaniak web app (online service mail.infomaniak.com).

2. Display the maximum number of items loaded at once:

   

3. To empty the inbox, select all visible items on the screen and click on the Trash icon to send them to the trash:

   

   • Repeat this process on all pages.
4. Apart from the inbox, folders can be emptied in a few clicks:
   
   
    
   • Warning: Emails are deleted without going through the trash, as if you were deleting the folder itself — only a restoration can allow for possible recovery.

You can also delete the email address within a Mail Service, then recreate it. It will then be completely empty.

… from an IMAP email software/client

A solid solution is to configure the email address in an IMAP email client software, which will allow you to select all messages (without pagination) and thus make deletion easy and quick:

1. Install Thunderbird (or any other email application on your device).
2. Add your email address by entering its password.
3. Wait for the inbox to load.
4. Select all messages.
5. Click on Delete.
6. It is done, you can remove the application if you wish.

Special case: struck-through messages

To permanently delete any traced/strikethrough emails appearing in your software/email client or on Mail Infomaniak:

• Microsoft Outlook
  • go to the Edit menu -> Empty Deleted Items (in English, you should have a Purge menu)
• Apple Mail
  • go to the menu BAL -> Erase deleted items

They will then disappear from the Mail Infomaniak interface as well.

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

 

External email notice

The "External" label appears in the following cases:

• The sender's domain name (or alias) does not match that of 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.

It will display as unknown" instead of “ externalwith some free offers like my kSuite.

Enable or disable the mention

You can activate or deactivate the mention, 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 product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the relevant product.
3. Click on Global Configuration in the left sidebar
4. Click on the Security tab.
5. Turn the toggle switch on or off: