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.

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

Preamble

• When you send emails, it is sometimes necessary to include multiple recipients using the fields:
  • À
  • CC:
    • French: Copie Conforme
    • English: Carbon Copy
  • BCC:
    • French: Copie Conforme Invisible
    • English: Blind Carbon Copy
• Do not overload the To and CC fields with recipients who are not directly concerned by the email.
• Use the BCC field to protect the email addresses of recipients when there are multiple people in the list.
• For multiple, recurring and/or important sends, beyond the imposed limits, it is recommended to use more suitable tools instead:
  • Infomaniak Guest Manager
  • Infomaniak Newsletter

Understanding and using these 3 email fields

The To field

This field is used to indicate the main recipient(s) of the email, those who receive the email as a direct copy.

• Use this field for main recipients who are directly concerned by the content of the email.
• Examples: work meeting, project report, direct communication with a client.

The CC field

Used to send a copy of the email to other people in addition to the main recipients. All recipients can see who received a copy of the email.

• Use this field to include secondary recipients who need to be informed but are not the main actors in the discussion.
• Example: informing a supervisor about a conversation, including colleagues interested in the subject without them needing to intervene.

The BCC field

Used to send a copy of the email to people without the other recipients knowing they have also received the email.

• Use this field to include recipients who need to receive the email without the other recipients knowing.
• Example: sending an email to a group with a supervisor in CCI for follow-up, avoid disclosing email addresses to all recipients (often used in mass emails).

Use the fields available on Mail Infomaniak

To access the appropriate fields in your Infomaniak mailbox:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Click on New message.
3. Click on CC & BCC:
   
4. The additional fields appear, they will allow you to insert the email addresses of your recipients:
   

Usage examples

Each of these fields has a specific function and can be used strategically depending on the context of your communication. Be transparent and ethical in the use of the BCC field to avoid misunderstandings or conflicts:

• Team communication
  • To: main project members
  • CC: Project manager, other concerned departments
  • BCC: Director for information without direct intervention
• Marketing email
  • To: do not use (or simply indicate the sender's email address)
  • CC: do not use
  • BCC: list of subscribers to protect individual email addresses
• Important announcement
  • To: main recipients (e.g.: directors)
  • CC: board members, key collaborators
  • BCC: other stakeholders for confidential information
• Meeting announcement
  • To: John Doe, Jane Smith
  • CC: project.manager@company.com
  • BCC: director@company.com
• Event invitation
  • To: main guests
  • CC: coordination@event.com
  • BCC: list of secondary guests (to protect email addresses)

This guide explains how to display and forward the headers of an email.

Preamble

• An email consists of a header (header) and the actual content of the message (body, body of the text).
• Most email software/clients do not directly display the headers, but displaying or forwarding them allows Infomaniak support to identify the issues encountered.
• The headers (= source) of an email provide various information such as:
  • the sender
  • the recipient
  • the date
  • the subject
  • the servers involved in the transmission between the sender and the recipient:
    

Display headers...

... on Mail Infomaniak

To display the headers of an email from the Mail Infomaniak interface:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Open the message in question and click on the action menu ⋮ on the right.
3. From the menu that appears, select View headers:
   
4. Repeat the operation to hide them:
   

Forward the headers of an email

To forward the headers of an email, in response to a support request or to the recipient of your choice, either...

• ... copy-paste the displayed headers according to the method above.
• ... forward the email message.

However, for the headers to be present, it is essential to transfer the message not in the body of the message but as an attachment only. The email attachment will be in the .eml format and this file contains all the necessary headers.

A third method of complete email transmission is explained in this other guide.

This guide covers address spoofing and spam appearing to come from your own email address.

Has my account sent spam?

Receiving spam that appears to be from you does not mean your account has been compromised. These messages are only sent to you and not to your contacts. Action: Check that your address is not on the whitelist of your antispam filter and remove it if necessary.

Mass sending errors (Bounces)

If you receive delivery failure notifications for messages you did not send, it means that spammers are using your address as the sender to bypass filters. These mass mailings usually come from poorly secured third-party servers or networks of infected computers (botnets).

Have I been hacked?

No. This is "mail forging" (email falsification). It is a technical limitation of the global mail protocol. Although Infomaniak servers require strict authentication, it is impossible to prevent an unsecured third-party server from spoofing your sender's visual identity.

Additional precautions

• Check that no catch-all type address is redirecting unwanted streams to your main inbox.
• Implement a DMARC protocol to analyze and limit the fraudulent use of your domain.

This guide explains how to export the content of an email address hosted by Infomaniak.

Preamble

• Infomaniak does not offer an export (e.g., PST).
• Infomaniak keeps your emails for the duration of your contract, and according to your offer with integrated backups without size limits in the context of normal use of a shared service, in accordance with Article 1 of the Mail Service's specific terms and conditions.
• The manual export proposed below works on Windows: you will thus be able to save your emails within a single easily restorable archive.
• For additional help, contact the support of the software/email client used, or a partner.

Manual export

To export all messages contained in your email address hosted by Infomaniak:

1. Install the free application Thunderbird.
2. Configure the email address in question in IMAP (to include subfolders).
3. Make sure that all the desired content is present (synchronize the mailbox from always - not just the last 30 days, for example).

Then...

• ... either you install the free application BackupThunderbird which allows the creation of an archive (encrypted if necessary) and subsequent restoration...
• ... or you can simply display the hidden files of Windows and then find and save this folder profile
  C:\Users{USER}\AppData\Roaming\Thunderbird\Profiles{PROFIL_USER}\
  as it contains all your emails.

Download emails locally

Another solution (not recommended) could be to configure a software/email client by choosing reception via the POP3 protocol, which will have the effect of downloading the messages locally and only the inbox will be affected.

This guide explains how to be notified of new emails with the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

Preamble

• The Infomaniak Web app Mail is compatible with web browsers (Chrome, Firefox, etc.) that offer visual alerts for incoming messages in the background.
• The mobile app Infomaniak Mail (iOS / Android) also offers to use the notification possibilities of your mobile device.

Display a notification in the browser

To activate browser notifications when a new incoming message arrives:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon at the top right.
3. Click on Browser in the left sidebar menu.
4. Activate the toggle switch to Display a notification when new emails are received:
   

To remove this feature, deactivate the toggle button. You will also need to remove the notification permission in the browser itself (see the documentation of its publisher).

Allow browser notifications…

… on Safari

1. Open Safari.
2. Click on Preferences and select Websites then Notifications.
3. Search for the site ksuite.infomaniak.com/mail and select Allow.

For more information, see the Apple documentation.

… on Firefox

1. Open Firefox.
2. Go to the main menu in Preferences or Settings.
3. Go to Privacy and Security in the left panel.
4. Scroll down to the Permissions section.
5. Click on the Settings button to the right of Notifications.
6. Search for the site ksuite.infomaniak.com/mail and select Allow.

For more information, see the Firefox documentation.

… on Google Chrome

1. Open Google Chrome.
2. Click on the More menu ⋮ > Settings in the top right corner.
3. Go to Privacy and Security, then click on Site Settings.
4. Click on Notifications and choose to allow notifications:
   • Allow a site: next to the Allow option, click on Add. Enter the URL: https://ksuite.infomaniak.com/mail, then click on Add.

For more information, see the Google Chrome documentation.

… on Microsoft Edge

1. Open Microsoft Edge.
2. Click on the menu in the top right corner, then click on Settings.
3. Go to the Cookies and site permissions menu.
4. Click on Notifications:
   • Allow a site: next to the Allow option, click on Add. Enter the URL: https://ksuite.infomaniak.com/mail, then click on Add.

This guide explains how to report a phishing attempt (Phishing, Fishing, Filoutage...) that you may be a victim of.

Preamble

• Phishing is an attempt at fraud and scam, aiming to obtain sensitive information fraudulently.
• Generally, the victim receives in their inbox a message seemingly coming from Infomaniak, their bank, or a trusted organization, indicating that a problem has occurred on their account or in their daily life:
  
• The goal of this identity theft is generally for the user to voluntarily go to a page and communicate private information that will then be exploited for various purposes, mainly financial.
• If it is not a message “pretending to be something it is not”, but only an unsolicited advertising message, it is better to report it as Spam.

Report a Phishing Email

Prerequisites

• Check that the spam filter is active.
• For more security, activate the mention of external mail.

Then, if you find an email of this type in your inbox directly, you have the possibility to act so that these messages decrease and eventually disappear from the messaging systems:

1. Click here to access the Infomaniak Web App Mail (online service ksuite.infomaniak.com/mail).
2. Open the phishing message.
3. Click on the action menu ⋮ on the right.
4. Click on Report the message.
5. From the menu that appears, select Report as phishing: 
   
6. Confirm sending for processing.
7. Delete the email

Once you have clicked on Report as phishing, an email is automatically sent to Infomaniak with all the necessary information to process the scam report.

In case of a more serious problem (when the message is directly addressed to you by an acquaintance or contact without it being a mass sending) it is recommended to intervene with an organization such as for example report.ncsc.admin.ch.

This guide explains how to enable or disable the inclusion of the original message when replying to an email from the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail) for web browser.

No longer quote the original message

By default, the text of the message you are replying to will be placed below your own reply text (A):

By following the guide below, nothing will be quoted from the original message and you will reply from a blank base with or without signature (B):

To never quote the original message when replying to a correspondent:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍‍ at the top right.
3. Click on Sending in the left sidebar.
4. Disable the toggle switch to the right of the "Include the original message in the reply" element:
   

This guide explains how to recover recently lost emails, especially in case of accidental deletion by the user.

Preamble

• Infomaniak backs up the content of each email address once a day (usually early in the morning).
• It is therefore possible to restore the mailbox as it was by going back to the day of the backup.
• RECOVERED ELEMENTS:
  • Emails no longer existing when you request the restoration will be returned to their original location.
  • Certain settings related to your email address ("answering machine" and "redirection" in particular) will also be restored if they have changed in the meantime.
• NON-RECOVERED ELEMENTS:
  • Emails moved (to a subfolder, including the trash) and not deleted will not necessarily reappear in the expected place since they still exist somewhere in the mailbox hierarchy - you need to search for them.
  • The backup restoration does not include the calendar or the address book.
  • Emails not yet present or no longer existing at the time of the daily backup (also refer to the POP3 chapter below); example:
    • Restoration of a backup (dated 5 AM) requested at 10 AM to retrieve an email that arrived at 8 AM and that the user accidentally deleted at 8:05 AM, while emptying the trash at 9 AM.
    • This email, having arrived at 8 AM, was not yet present in the backup made at 5 AM.
• UNMODIFIED ELEMENTS:
  • Emails received, created, and stored in the various folders (e.g., sent messages) during the interval (between the date you want to go back to and the date you perform the restoration) are not affected; they remain present.

Backup retention period

Once a complete backup of your mailbox has been made, Infomaniak makes it available to you for a certain number of days depending on your offer.

⚠ Retention period in days:

Also refer to this other guide regarding the storage limits of your messages.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your offer - see above).
• Have permission to manage backups: if you had been invited to the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail) to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account.

To restore emails:

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon in the top right corner.
3. Check or select the email address concerned in the dropdown menu of the left sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restore date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an informational email is sent.

Restore from the Mail Service

Prerequisites

• Be Administrator or Legal Representative within the Organization that manages the Mail Service.
• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your offer - see above).

To restore emails from a 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 product concerned.
3. Click on the concerned email address in the displayed table.
4. Click on the Actions on the address button at the top right.
5. Click on Restore emails:
   
6. Choose a Restore date.
7. Click on Restore emails.
8. Once the restoration is complete, an information email is sent to you.

Emails placed in the trash

Unless otherwise configured, an email deleted by the user is moved to the trash, and it is only after a delay of several days or weeks that the trash is automatically emptied (it can also be emptied by a user click). Therefore, during a restoration operation:

• Emails currently in the trash will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were when they were deleted (whether in the inbox folders or in the trash).

Emails placed in non-conventional folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam) take note of the important information in this other guide.

Email software/client configured in POP3

If you are used to checking your email with software/email client like Outlook and the latter is configured with the POP / POP3 protocol, it will not be possible to restore everything since the backup is done once a day, it only keeps the messages that were at the time of the backup in the Infomaniak inbox; the same goes for your other folders (Sent messages for example) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not backed up; it is therefore necessary in the future to prefer the IMAP protocol in your email software/client.

This guide explains how to use the Gmail mobile app (app for iOS / Android smartphone or tablet) and the Gmail Web app (gmail.com online service) to access an email address hosted by Infomaniak.

Preamble

• It is recommended to use the Infomaniak Mail app (iOS / Android) to benefit from Infomaniak's security advantages.
• 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 and Conditions.

Using the Gmail mobile app for Infomaniak

Prerequisites

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

To add the email address managed by Infomaniak in IMAP to your Gmail mobile app (official guide):

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

Import your "Infomaniak" emails into Gmail

Here is an alternative solution for which the following configuration is to be performed only once on gmail.com from a computer. Thus, the emails that arrive at your Infomaniak email address will be retrieved over time in Gmail via the POP3 protocol.

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

Send “Infomaniak” emails from Gmail

It is also possible to configure the gmail.com web app to send emails from an email address hosted by Infomaniak from the Google interface:

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

Modify your configuration

If necessary (following point 2 above):

This guide details the automatic translation service integrated into the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

Preamble

• The Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail) integrates an automatic translator, both for reading and writing, for French, German, English, Italian, and Spanish.
• This AI solution does not rely on a third-party service (DeepL, Google Translate, etc.) contacted via API, but it is hosted, operated, and partly trained by Infomaniak.

Translate the text…

… while writing

To automatically translate a message you are writing into a foreign language:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. Write a new email without sending it.
3. Select the text to translate.
4. Click on Translate:
   
5. Modify the languages if necessary.
6. Click on Apply the translation:
   

… while reading

To automatically translate a received message written in a foreign language into your language:

1. Click here to access the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).
2. View the email to be translated.
3. Select the text to translate.
4. Click on Translate:
   
5. Click on the language names to modify the languages used.
6. In the same place, you can also copy the translated text to the clipboard to use it later:
   

Disable the translator

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

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

This guide explains how to connect the desktop app Outlook 2010 (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 Terms of Service.

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 on the device you are going to configure.

To configure the email application:

1. Open the application.
2. Click on Next:
   
3. Click on Yes to configure a mail account.
4. Click on Continue:
   
5. Click on Configure manually.
6. Click on Next:
   
7. Click on the Internet E-mail button to connect to an IMAP server.
8. Click on Next:
   
9. Check and complete the missing information.
10. Click on Additional settings:
    
11. Click on the Outgoing server tab:
    
12. Click on My outgoing server requires authentication.
13. Click on the Advanced tab:
    
14. Replace the port numbers with the correct information and enable SSL.
15. Click on OK:
    
16. Click on Next:
    
17. Click on Close:
    
18. Click on Finish:
    
19. 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 enable this protocol: 587 + STARTTLS
• Username = the 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 settings 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 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:

• Be aware of 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, be aware of this other guide.

This guide addresses Outgoing Spam from Infomaniak infrastructures and helps you identify and resolve potential causes when an email sent from an address hosted by Infomaniak arrives in the Spam (Junk) folder of the recipient.

Use email responsibly

Infomaniak implements enhanced measures to ensure the security and deliverability of emails. By also following the best practices below, you significantly reduce the risk that your messages will be considered unwanted.

1. Use a valid email address

• Check that your email address and associated domain are correct and valid.
• Check the security settings of your domain name (SPF, DKIM, DMARC).
• If you modify a setting, wait approximately 24 hours before sending another test.

2. Avoid suspicious content

• Avoid words, phrases, or presentations frequently associated with spam (excessive promotions, generic phrases, overly complex layout, etc.).
• Do not include non-secure, truncated, or poorly formatted links.
• Personalize your messages (for example, by mentioning the recipient's name) to enhance their credibility.
• Do not attach suspicious or overly large files; use a service like SwissTransfer instead.

3. Test sending from the Infomaniak Web Mail app

• If you use a third-party email software/client, try sending the message from the Infomaniak Web Mail app (ksuite.infomaniak.com/mail).
• Compare the results to identify if the issue comes from your email software/client or a configuration setting.

4. Monitor the reputation of your domain

• If your email address uses a custom domain (for example @your-domain.xyz), a poor domain reputation can affect the deliverability of your messages.
• Analyze and correct potential causes (previous mass mailings, poor configuration, reports, etc.).

5. Obtain the recipient's consent

• Only write to recipients who know you or are expecting your message.
• For group or regular mailings, use a voluntary subscription system (opt-in).
• For information or marketing campaigns, prefer the Infomaniak Newsletter solution.

6. Optimize the frequency and volume of sending

• Avoid sending a large number of identical messages to many recipients simultaneously.
• Respect a reasonable sending frequency to avoid being identified as a suspicious sender.

7. Be added to the Infomaniak whitelist

• If your emails are classified as spam by a recipient also hosted by Infomaniak, they can add your address to their whitelist.
• This action guarantees the receipt of your messages, but does not replace the verification of the causes that initially led to the classification as spam.

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.

Bulk delete emails…

… from the Infomaniak Web Mail app

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right of the interface.
3. Click on Reception.
4. Display the maximum number of items loaded at once:
   
5. To empty the inbox, select all [A] visible items on the screen (a finer selection is possible [B]) and click on the Trash icon [C] to send them to the trash:
   
   • Repeat this process on all pages [D].
6. Apart from the inbox, folders can be emptied in a few clicks:
   1. Click on the action menu ⋮ to the right of the folder in question.
   2. Click on Empty folder:
      
   3. Be careful, emails are deleted without going through the trash, as if you were deleting the folder itself — only a restoration can allow possible recovery.

You can also delete the email address found 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 software/client, which will allow the selection of all messages (without pagination…) consequently, deletion is easy and quick:

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

Special case: crossed-out messages

To permanently delete any tracked / struck-through 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 menu Purge)
• Apple Mail
  • go to the Mailbox menu -> Erase Deleted Items

They will then also disappear from the Mail Infomaniak interface.

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

Preamble

• It may happen that inconsistencies occur in the display of a list of emails contained in a folder (example: the Sent folder) 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. Sent Messages)

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 messages themselves. UIDs are particularly useful for managing and synchronizing emails across multiple IMAP email software/clients:

• Each email is assigned a unique UID at the time of its creation in a mailbox; this UID never changes in principle as long as the email exists, even if its content or metadata is modified.
• UIDs are generally sequential, which means that more recent messages have higher UIDs in principle.
• 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 in which they were received, messages can be sorted by their reception date or by UID.

Not to be confused with:

• Message Sequence Number (used for temporary operations based on the current position of messages)...
• Message-ID (RFC 5322) (used to uniquely identify messages across different servers and email software/clients)...
• X-Message-Id (server-specific and used for internal tracking needs)...
• Thread-Index and Thread-Topic (used by Microsoft applications to track conversation threads)...
• GMail Unique Identifiers (used specifically by Gmail to manage messages and discussion 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 can be seen that emails from 2017 have a UID (758, 757, ...) higher than emails from 2023. UIDs must have been reassigned for one reason or another during the existence of this entire email account (moves, copies, imports, etc.).

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

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

This guide explains how to connect the Apple Mail desktop app (desktop application on macOS) to an email address hosted by Infomaniak.

Preamble

• Your macOS computer will be automatically configured via .mobileconfig configuration profiles compatible with Apple, unlike a manual configuration.
• It is possible to remove a configuration profile once installed (scroll to the bottom of this page for instructions).
• 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 the publisher directly or a Partner and consult the support policy as well as section 11.9 of the Infomaniak Terms of Service.

Install a configuration profile

Prerequisites

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

You can download the profile from the device in question or send it from another device (if you already have a working email address, for example):

1. Click here to access the Infomaniak configuration tool (online service https://config.infomaniak.com) — log in if necessary to your Infomaniak account on the Organization on which your email address is managed.
2. Choose to install the profile on this device.
3. Choose to synchronize emails.
4. Enter the password for the email address (attached to Mail Infomaniak (Webmail)) that you wish to synchronize.
5. Click on the blue Verify button:
   
6. Download the configuration profile:
   
7. Open the System Settings of the computer.
8. Click on General in the sidebar, then click on Device Management (for macOS Sequoia 15 version). If you have a lower version or cannot find the profile, refer to the official documentation by changing the version of your system at the top of the page if necessary:
   
9. Click on +:
   
10. Locate and then open the previously downloaded file:
    
11. Click on Continue:
    
12. Enter the email address password.
13. Click on Install:
    
14. There you go, your email address is now configured in the Apple Mail application that you can open and control.

Delete an IMAP account

Refer to the chapter "Stop using an account" by changing the system version at the top of the page if necessary (be careful: do not delete a POP3 account without saving your messages first).

Delete an Apple profile

Refer to the official documentation by changing the system version at the top of the page if necessary.

*Why is it necessary to choose the guide version that exactly matches your macOS / iOS system version? Apple sometimes introduces subtle changes with each new system version, for example a path on iOS 15…

…becomes this on iOS 18…

This guide explains how to connect the Apple Mail mobile app on iOS to an email address hosted by Infomaniak.

Preamble

• Your iOS device will be automatically configured via .mobileconfig configuration profiles compatible with Apple, unlike a manual configuration.
• It is possible to delete a configuration profile once installed (scroll down to the bottom of this page for the instructions).
• 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 section 11.9 of the Infomaniak Terms of Service.

Install a configuration profile

Prerequisites

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

Download the profile from the relevant iOS device or send it from another device (if you already have a working email address, for example):

1. Click here to access the Infomaniak configuration tool (online service https://config.infomaniak.com) — log in if necessary to your Infomaniak account on the Organization on which your email address is managed.
2. Choose to install the profile on this device:
   
3. Choose to synchronize emails:
   
4. Choose to synchronize another application than the Infomaniak Mail application:
   
5. Enter the password for the email address (attached to Mail Infomaniak (Webmail)) that you want to synchronize on iOS.
6. Press the blue Verify button:
   
7. Press to copy the validated password.
8. Download the configuration profile and authorize its opening:
   
9. Open the settings of the iOS device:
   
10. Press the recently downloaded profile:
    
11. Press Install:
    
12. Unlock your iOS device:
    
13. Press Install:
    
14. Paste the password of the previously verified email address (point 7 above).
15. Press Next:
    
16. There you go, your email address is now configured in the Apple Mail application that you can open and control:
    

Delete an Apple profile

Refer to the official documentation by changing the version of your system at the top of the page* if necessary.

*Why is it necessary to choose the guide version that exactly matches your macOS / iOS system version? Apple introduces changes, sometimes subtle, with each new version of its system, for example a path on iOS 15…

… becomes this on iOS 18…

 

This guide explains how to quickly obtain a password when you need to access an Infomaniak email address.

Generate an email address password

Prerequisites

• Order a Mail Service from Infomaniak.
• Create one or more addresses on this Mail Service.
• Be Administrator or Legal Representative within the Organization.

To add a password to the example address demonstration@exemple-domaine.ch:

1. Enter the login credentials for your Infomaniak account and its password on the page https://manager.infomaniak.com/:
   
2. Validate the entry in the Manager with the 2FA (two-factor authentication) method initially defined:
   
3. Once on the dashboard, click on Mail Service:
   
4. Once on your Mail Services, click on the name / domain name to which the email address in question belongs:
   
5. Once on the Mail Service to which the address belongs, click on the email address in question:
   
6. Once on the email address in question, click on the Devices tab, then on Add a device:
   
7. At this stage, you may need to re-enter the login password (the one from point B above):
   
8. Then choose not to specify a particular user.
9. Enter a name that allows you to identify the reason for creating this device (here, the user needs a password to be able to send emails from a site, and they add the current date as useful information):
   
10. There you go: the future password is displayed, you can change the characters if necessary (be careful, it will not be possible to display it again later).
11. Save it at the bottom of the page to use it as you wish:
    

You clicked the “Finish” button (above “P”) without noting the password? No problem, modify or regenerate a new one!

1. Click on the action menu ⋮ located to the right of the newly created device and click on Change Password:
   
2. Click on the button all the way to the right of the field to generate a new random password and/or enter the secure characters you wish to use for the new password, then click on the button to save the change:
   
3. The new password that replaces the old one is now permanently displayed. You can enter it on your device(s) in place of the previous one (note that it will not be possible to display it again afterward).

Do you need a password for a secondary and temporary user? No problem, generate a second one!

1. Click on the button to Add a new additional device:
   
2. Then choose to not specify a particular user, and enter a name that allows you to identify the reason for creating this device (here the user needs a password for an intern for a week):
   
3. The password is now displayed. You can use it for your intended purpose (note that it will not be possible to display it again afterward, however, as before, it will obviously be possible to modify it or regenerate a new one):
   

Also refer to this other guide.

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

Preamble

• The RBL (Realtime Blackhole List) or DNSBL (Black List DNS) are lists containing addresses / IP / provider names / servers, reputed to be major spam senders.
• These are often large generalized blacklists, allowing to spot messages considered as unwanted and those who send them, that some providers maintain (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 the Infomaniak 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 get errors of the type

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

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

To avoid having your email address blocked by the RBL blocking system in the future, follow best practices for using email:

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

... if the error mentions an organization like Sorbs or Barracuda

If you get errors of the 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 have your address removed from the list.
2. Temporarily change your Internet service provider or connection method - WIFI vs 4G/5G - to send your messages.
3. Inform your correspondent 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 service providers like Backscatterer / UCEPROTECT, which are primarily for profit, and there are many other very effective lists, such as ABUSIX or SPAMCOP, which are well-maintained and whose real goal is to fight spam, one of the priorities of Infomaniak.

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

Be notified according to the specific email address

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

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

Resolve an issue…

… on iOS

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

… on Android

On Android devices, particularly Samsung 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, from the main page of Android notifications, by clicking on “Advanced settings” at the bottom of the window…

… the option “Manage notification categories for each application”:

Then go back to the notification page of the Infomaniak app and you can tap on “Notification categories”…

… to find the specific notification choice by email address:

Receive all notifications

If you have authorized the application's notifications on your mobile device, you will receive a notification for each new message that arrives.

Resolve an issue…

If you see a new message arriving in your inbox, but this one has not triggered any notification on your device, there may be several reasons.

1. Start by opening the application to make sure it is working, update it if necessary.
2. Open another application or turn off the device screen (if the Infomaniak Mail app 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, fast notifications (push type) require going through a Google service to work, but some devices that do not go through Google services (such as Fairphone), notifications can arrive at much longer intervals.