Knowledge base
1000 FAQs, 500 tutorials and explanatory videos. Here, there are only solutions!
Thank you for managing your emails with Infomaniak!
You now have access to one or more email addresses hosted with Infomaniak that you can use and synchronize across multiple devices, as well as for contacts and calendars.
Recommendations
- follow the wizard to configure synchronization for your devices (macOS, Windows, Linux, iOS, Android) and common email client software (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.)
- use directly email, contacts, and calendars/schedules in a web browser thanks to Mail Infomaniak (mail.infomaniak.com)
- download Infomaniak Mail app for iOS / Android devices
Guides for major email applications
System / OS | Application / Software |
Outlook New (2023-2024) / Microsoft 365 MSO / 2019 / 2016 / 2013 / 2010 / 2007 (Windows) | |
Mail (Windows) | |
Apple Mail (configuration profile macOS) | |
Outlook Microsoft 365 MSO (macOS) | |
Apple Mail (configuration profile iOS: iPhone, iPad, etc.) | |
Mail (Android: Huawei, Samsung, Sony, etc.) | |
+ | Outlook (iOS + Android) |
++ | Gmail (iOS + Android + Web browser) |
++ | Mozilla Thunderbird |
+ | em Client |
++++ | Blue Mail |
Generic settings to provide
- incoming IMAP server
mail.infomaniak.com
- IMAP port
993
(with SSL) - outgoing SMTP server
mail.infomaniak.com
- SMTP port
465
(with SSL) - username
full & complete email address
- password
assigned to the respective email address
- mandatory authentication for sending emails; activate in the SMTP settings of your application: check "use the same settings as the incoming server" or according to the software, enter a username (= full & complete email address) and its password
POP3 protocol not recommended (POP server = mail.infomaniak.com and port = 995 with SSL)
Synchronize contacts & calendars (CardDAV/CalDAV)
System / OS | Application / Software |
Outlook via Outlook CalDav Synchronizer or EVO Collaborator (Windows) | |
Contacts & Calendars (Windows) | |
Contacts & Calendars (macOS) | |
Contacts & Calendars (iOS: iPhone, iPad, etc.) | |
Contacts & Calendars via kSync (Android: Huawei, Samsung, Sony, etc.) | |
++ | Mozilla Thunderbird |
+ | eM Client |
Password Change for Email
You can change an email password:
- from the Manager under Mail Service
- from Mail Infomaniak directly
Apply the New Email Password
You must then update your applications & devices on which the email address (whose password has been changed) was installed and connected. Read the guides:
- Apple Mail (macOS / iOS)
- Android Mail / Gmail (different versions)
- Microsoft Outlook (different versions)
- Windows Mail / Courrier
- Mozilla Thunderbird
In Case of Problem
- the various points to check imperatively
You don't yet manage your emails at Infomaniak?
kSync is a free application offered by Infomaniak for smartphones with the Android operating system (Samsung, Huawei, Google Pixel, etc.). It allows you to easily synchronize contacts, calendars/agendas, and tasks between your mobile devices and the tools offered within Infomaniak Mail:
- calendar.infomaniak.com for managing calendars/agendas
- contacts.infomaniak.com for managing contacts/address books
Why Install kSync?
Firstly, configuring synchronization at the email level does not mean that contacts & calendars will also be synchronized. Email syncs via the IMAP protocol, while your contacts & calendars can be synchronized using the cardDAV and calDAV protocols. To facilitate this synchronization on Android, it is recommended to install kSync. On iOS (iPhone, iPad, etc.), it is recommended to use an Apple profile, which can be downloaded from our configuration assistant.
Microsoft (which includes Outlook) has its own format that is not compatible with cardDAV and calDAV. Therefore, it is not possible to synchronize contacts & calendars with Infomaniak on Outlook mobile (smartphone).
Prerequisites
- Have an Infomaniak Mail account
- Download and install kSync on an Android device
What would you like to do?
- Configure kSync
- Add a new address book or calendar from kSync
- Synchronize tasks between Infomaniak Mail and your Android devices
- Force synchronization with kSync
- Generate a specific password in case of two-factor authentication
This guide explains how to synchronize contacts & calendars in Microsoft Outlook (Office 365 / 2019, 2016, 2013, 2010, 2007 versions) with contacts & calendars hosted at Infomaniak.
⚠️ Infomaniak tools are compatible with any application that supports CalDAV/CardDAV. For additional help, contact the support of the software used or a partner — also read the role of the hosting provider
Outlook CalDav Synchronizer
Outlook CalDav Synchronizer allows synchronization of contacts & calendars via CalDAV and CardDAV protocols including multiple calendars (non-shared only):
- Download CalDav Synchronizer for Outlook
- Close Outlook and launch the installation of the downloaded plugin above:
- Once the plugin is installed, open Outlook (a CalDav Sync tab should be visible) and click on Synchronization Profiles:
- Create a first profile (for the calendar or the contacts - a second profile will need to be created to synchronize both) by clicking on the + icon:
- Choose a generic profile type (first radio button):
- As profile name, enter the name of the Infomaniak calendar or address book you want to synchronize
- Click the button to choose calendar or contacts and then confirm with OK:
- Open the https://config.infomaniak.com/ wizard to get the necessary information:
- Enter the information (URL and username) obtained on config.infomaniak.com
- Enter the password
- If two-step verification is not enabled, use the password of your Infomaniak user account
- If two-step verification is enabled, generate an application password here: https://manager.infomaniak.com/v3/profile/application-password
- Enter the email address, that of your user account
- Click on Test or discover settings:
- Choose the Infomaniak calendar to synchronize on the window that opens:
- Additional information may then appear automatically in some fields
- Activate the synchronization box:
- Save a second profile if necessary (start again at point 4 in this case)
- Finish with OK at the bottom right
- A restart of Outlook may be necessary to update the added information
Resolving Duplicate Events
If you notice duplicated events in your Outlook calendar that are not duplicated on calendar.infomaniak.com, apply these settings:
- Click to Show Advanced Settings
- Click on Event Mapping Configuration
- Click on the box to enable Use GlobalAppointmentID for UID attribute
- Click on the box to enable Cleanup duplicate events
- Save the modifications by clicking on the OK button
This deletion of duplicate events and potentially duplicate invitations may result in a notification of event refusal to the organizer, however this has no impact on the participant's initial choice.
Alternative to CalDav Synchronizer
Evo Collaborator (paid) offers an Infomaniak profile to automatically synchronize contacts and calendars Mail Infomaniak with Microsoft Outlook via CalDAV and CardDAV.
This guide explains how to connect the mobile messaging application Microsoft Outlook (available for iOS / Android) to an email address hosted by Infomaniak.
Prerequisites
- Create the address within an Infomaniak Mail Service (or with the free ik.me offer)
- Test the email address password (not to be confused with the one used to log in to the Infomaniak interface)
- Check on the Mail Service that the automatic diagnostic is correct
Note that the Outlook Lite application is not compatible with the IMAP protocol; only install the version offered above.
Add the email address to the application
To configure the messaging application:
- Open the application
- Click on Add an account:
- Enter the email address to be linked
- Click on Continue:
- Click on Set up manually:
- Click on IMAP:
- Check and complete the missing information
- Click on the âś“ icon in the top right corner:
- Tap on the left to finish the configuration:
- 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
complete email address
- Password
email address password
- Required authentication (learn more)
In case of trouble
No need to contact Infomaniak Support if your email address works fine outside of the application. The most common error concerns the use of an incorrect password. Our troubleshooting guides help you solve any issues:
- Follow the solutions provided in this guide (click here) regarding email in general
- This guide (click here) specifically concerns Outlook
and if your Outlook no longer works after changing your email password, read this guide (click here).
⚠️ Infomaniak mail is compatible with any application that supports IMAP/SMTP, among others. For additional help, contact the support of the software used or a partner — also read about the role of the host
This guide explains how to connect the Outlook 2019 email application to an email address hosted by Infomaniak.
⚠️ Infomaniak email is compatible with any application that supports, in particular, IMAP/SMTP. For additional help, contact the support of the software used or a partner — also read 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 (without confusing it with the one used to log in to the Infomaniak interface)
- check on the Mail Service that the automatic diagnosis is correct
Add the email address to the application
To configure the email application:
- open the application
- click the File menu:
- click on Account Settings
- click on Add or Remove Accounts:
- click on New:
- enter the email address to connect
- click on Advanced Options
- click on Manual Configuration
- click the blue Connect button:
- click on IMAP:
- enter the password of the email address to connect
- click the blue Connect button:
- uncheck if necessary the additional configuration box for smartphones
- click the blue Finish button:
- click on Repair to correct some automatically added but incorrect information:
- click on Advanced Options
- click on Manual Repair
- click the blue Repair button:
- check and complete missing or incorrect information
- click on Outgoing Mail:
- check and complete missing or incorrect information
- click on Next:
- click on Finish:
- click on Close:
- there you go, your email address is now correctly configured in the application:
Settings to use
- IMAP/SMTP server name
mail.infomaniak.com
- IMAP port
993
(SSL) - SMTP port
465
(SSL) - username
complete email address
- password
email address password
- mandatory authentication (learn more)
In case of issues
No need to contact Infomaniak Support if your email works well outside the application. The most common error involves using 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 Outlook
and if your Outlook no longer works after changing the email password, read this guide (click here).
This guide explains how to connect the Microsoft Outlook for Mac (version 16.80 for macOS) email application to an email address hosted by Infomaniak.
⚠️ Infomaniak email is compatible with any application that supports IMAP/SMTP, among others. For additional assistance, contact the support of the software you're using or a partner — also, read about the role of the host
Prerequisites
- Create the email address within an Infomaniak Mail Service (or with the free ik.me offer)
- Test the email address password (do not confuse it with the one used for logging into the Infomaniak interface)
- Check that the automatic diagnostic on the Mail Service is correct
Add the email address to the application
To configure the email application:
- Open the application
- Click on Add an account:
- Enter the email address to connect
- Click Continue:
- Click on IMAP
- Click Sync using IMAP (without Microsoft Cloud)
- Verify and fill in any missing information
- Click Add Account
- Understand and go through the various Microsoft information windows:
- That's it, 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
complete email address
- Password
email address password
- Required authentication (learn more)
In case of a problem
No need to contact Infomaniak Support if your email address is working fine outside of the application. The most common error involves using an incorrect password. Our troubleshooting guides can help you resolve any issues:
- Follow the solutions provided in this guide (click here) regarding email in general
- This guide (click here) specifically addresses Outlook issues
If your Outlook is not working since changing your email password, read this guide (click here).
This guide helps you identify and correct errors encountered when trying to use your email software like Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.
Check this guide if you receive a "mailer daemon" or "delivery failure" message after sending an email.
Always use...
- the unique server name:
mail.infomaniak.com
(for IMAP receiving servers and SMTP sending servers) - the correct incoming/outgoing port numbers
- authentication in the settings when prompted, and enter the username (your full email address) and password in the fields for mandatory authentication if necessary
- the correct email address password, which is usually different from the username used to log in to Infomaniak (click here to check if you are using the correct password and, if necessary, change your email address password)
- an existing email address that must have been actually created (or defined as an alias)
- only one protocol at a time (never check an email with devices configured in POP3 for some and IMAP for others as these two protocols do not work well together)
Always try to...
- compare recommended settings for the software used, especially if you have just changed the password on the Infomaniak side
- retrieve your emails using a different network (WiFi, tethering from 4G/5G, or any other internet connection)
- temporarily disable your security software (antivirus, firewall, VPN...); if you can then retrieve emails normally, contact the publisher of the security software you are using
- type your password in plain text in a text editor; depending on your keyboard configuration, the A key may refer to the letter Z and the Q key may refer to the letter A...
- restart and try again to send/receive: some applications require validating the configuration settings window several times or require them to be restarted to take into account their new settings
- compose a new message after modifying your settings: a message being drafted that would be saved in the Drafts folder may not take into account any configuration changes
Types of errors
0x800...
- read this guidecertificate error (SSL or other)
- read this guide550 5.7.1 relaying denied
orProper authentication required
- read this guide535 5.7.0 authentication failed
- read this guide
but also:
- "573 Antispam: Connexion authentifiee pas possible. Veuillez utiliser le port 587 a la place du port 25."
or "An operation on the server timed out. The server may be down, overloaded, or there may be too much net traffic."
or "le délai imparti est dépassé" with an error number following it (421, or 573 for example).
Most ISPs (Internet Service Providers) blocked SMTP port 25 many years ago. Therefore, you should never specify port 25 as the SMTP port. To be able to send emails nevertheless, use the recommended ports.
This guide explains how to connect the New Outlook mail application (version 2023-2024, replacing Microsoft Mail and Windows Mail) to an email address hosted at Infomaniak.
⚠️ Infomaniak email is compatible with any application that supports IMAP/SMTP. For additional help, contact the support of the software used or a partner — also read the role of the host.
Prerequisites
- create the address within an Infomaniak Mail Service (or with the free ik.me offer)
- test the password for 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 diagnosis is correct
Add the email address to the application
To set up the mail application:
- open the application
- if necessary, click on the gear icon in the top right (otherwise, skip to step 4):
- click on Add an account:
- enter the email address to be linked
- click on Continue:
- enter the password for the email address
- click the More button
- check and complete any missing information by scrolling down if necessary:
- check and complete any missing information
- click on Continue:
- understand and go through the various Microsoft information windows:
- 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
complete email address
- password
password of the email address
- mandatory authentication (learn more)
In case of a problem
Do not contact Infomaniak Support if your email address works fine outside the application. The most common error involves using an incorrect password. Our troubleshooting guides help you solve any potential issues:
- follow the solutions given in this guide (click here) regarding email in general
- this guide (click here) is more specifically about Outlook
and if your Outlook no longer works after changing the email password, read this guide (click here).
This guide details how to retrieve recently disappeared emails for free (deleted in error by the user, for example).
Indeed, Infomaniak keeps 7 backups (= 7 "snapshots" of the content of each mail account), with a backup made once a day. It is therefore possible to restore the mailbox as it was in the last 6 or 7 days (without touching the emails received in the meantime).
Recovered Elements
- Emails no longer existing when you request restoration will be returned to their original location.
- Some settings related to your email address (part "autoresponder" and part "redirection" in particular) will also be restored if they have changed in the meantime.
Unrecovered Elements
- Moved emails that were not deleted will not necessarily reappear where expected since they still exist somewhere in the email account's hierarchy - they need to be searched for.
- Backup restoration does not include the calendar or the address book.
- Emails not yet present or no longer present at the time of the daily backup execution (also read the POP3 chapter below).
Restore from Mail Service
Prerequisites
- Have administrator or legal representative rights on the account where the email address is located.
- Ensure that the deletion occurred less than 7 days ago.
To restore emails from a Mail Service:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
- Click on the icon at the top right of the interface (or navigate through the left sidebar menu, for example).
- Select 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 Actions on the address button at the top right.
- Click on Restore emails
- Select a Restoration date (only for the last 7 days).
- Click on Restore emails.
- Once the restoration is complete, you will receive an informational email.
Restore from Mail Infomaniak
Prerequisites
- Ensure that the deletion occurred less than 7 days ago.
- Have valid access to Mail Infomaniak where the email address is attached.
- Have permission to change the password of the address: if you were invited to Mail to manage your address, it is possible that the Mail Service manager has removed this right from their admin account.
To restore emails from the Mail Infomaniak interface:
- Log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Edge.
- Show the email address to be restored from the left sidebar menu.
- Click on Advanced Actions.
- Click on Restore
- Select a Restoration date (only for the last 7 days).
- Click on Restore emails.
- Once the restoration is complete, an informational email is sent.
Emails Stored in Unconventional Folders
If you store your messages in folders with unusual names (e.g., folders named Trash or Spam), read the important information presented in this guide.Users of Email Software Configured with POP3
If you are used to accessing your mailbox with email software like Outlook and it is configured with the POP / POP3 protocol, you will not be able to restore everything since the backup is done once a day, it only keeps messages that were at the time of the backup in the Infomaniak inbox; the same goes for your other folders (e.g., Sent Messages) present in the POP3 software: these are not synchronized with Infomaniak and therefore are not backed up; in the future, it is necessary to prefer the IMAP protocol in your email software.
This guide explains how to connect the Outlook 2016 email application to an email address hosted with Infomaniak.
⚠️ Infomaniak email is compatible with any application that supports IMAP/SMTP, among other things. For additional help, contact the support of the software you are using or a partner—also read the role of the host.
Prerequisites
- create the address within an Infomaniak Mail Service (or with the free ik.me offer)
- test the password for 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:
- open the application
- click the File menu:
- click on Account Settings
- click on Add or Remove Accounts:
- click on New:
- enter the email address to connect
- click on Advanced Options
- click on Manual Setup
- click the blue Connect button:
- click on IMAP:
- enter the password for the email address to connect
- click the blue Connect button:
- if necessary, uncheck the additional configuration box for smartphones
- click the blue Finish button:
- click Repair to correct some automatically added but incorrect information:
- click on Advanced Options
- click on Manual Repair
- click the blue Repair button:
- check and complete any missing or incorrect information
- click on Outgoing Server:
- check and complete any missing or incorrect information
- click on Next:
- click on Finish:
- click on Close:
- there you go, your email address is now correctly configured in the application:
Settings to use
- IMAP/SMTP server name
mail.infomaniak.com
- IMAP port
993
(SSL) - SMTP port
465
(SSL) - username
complete email address
- password
email address password
- mandatory authentication (learn more)
In case of a problem
Do not contact Infomaniak Support if your email address works fine outside the application. The most common error involves using an incorrect password. Our troubleshooting guides help you resolve any potential issues:
- follow the solutions in this guide (click here) regarding email in general
- this guide (click here) specifically addresses Outlook
and if your Outlook is no longer working after changing the email password, read this guide (click here).