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, the same goes for your contacts and calendars.
What would you like to do?
- Follow our guide to set up synchronization for your devices (macOS, Windows, Linux, Android, iOS) and common email client software (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.)
- Use Mail Infomaniak directly for email, contacts, and calendars/agendas in a web browser (mail.infomaniak.com)
- Download the Infomaniak Mail smartphone app (Android / iOS)
- Create an additional email address
Change a Password
- from the Manager under Service Mail
- from Mail Infomaniak directly
In Case of Issues
- Check these different points thoroughly
Not yet managing your email with Infomaniak?
This guide explains how to transfer data to Infomaniak (Web, Mail, Domain, and even Cloud) currently hosted elsewhere. You obviously remain the owner of your data, without any loss or interruption!
No time to migrate your services? Launch a free tender to find an Infomaniak partner who will take care of everything.
Guides for joining Infomaniak
Click on the link corresponding to your current provider.
To avoid interrupting your website and emails and not lose any content when importing your existing data, migrate your services in the specified order.
Swisscom
- Complete guide to migrate Web, Mail, and domain data
Any other host/registrar
You can also bring other types of data to Infomaniak servers:
- Dropbox, Google Drive, etc. content: read this guide
- Data on Synology or QNAP NAS: read this guide
Why join Infomaniak?
By consolidating your domain names, websites, and email addresses with Infomaniak, you simplify the management of your invoices and services. Additionally, the linking of your domains will be automatically done with your website and email address. You won't need to manually configure the DNS of your domains with another registrar.
Learn more about Infomaniak
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 the protocols and ports that can be used with Infomaniak email services (Mail Service in particular).
Prerequisites
It is imperative to use only the server name mail.infomaniak.com
when prompted during the configuration of email software or applications, and this applies to both incoming and outgoing mail settings.
If you specify another server name, mail errors may occur.
Recommended Ports
It is recommended to use only the following protocols and port numbers when prompted during the configuration of email software or applications:
- port
993
(secure port for receiving messages via IMAPs - incoming mail) - port
465
(secure port for sending messages via SMTPs - outgoing mail)
It is imperative to enable SSL / TLS authentication
when prompted during the configuration of email software or applications, and this applies to both incoming and outgoing mail settings.
Without enabled authentication, mail errors may occur.
Other Supported Protocols
- port
143
(standard port for receiving messages via IMAP) - port
110
(standard port for receiving messages via POP3) - port
995
(secure port for receiving messages via POP3s) - port
587
(alternative port not recommended for sending messages via SMTP)
- TLS authentication on SMTP ports 587 and 25 (not recommended)
- STARTTLS authentication for IMAP, POP3, and SMTP
- SMTP authentication (either LOGIN or PLAIN)
The Infomaniak API does not provide any connection to email because IMAP and SMTP are the "APIs"; for this purpose, use a Python library like https://docs.python.org/3/library/email.examples.html and https://docs.python.org/3/library/imaplib.html or any library using IMAP and SMTP.
To display emails using php:imap_open("{mail.infomaniak.com:993/imap/ssl}", $email, $password);
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?
This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products, particularly their content:
- Only Infomaniak collaborators handling your support request will have access to it.
- You can revoke this access at any time or wait for 7 days for it to automatically close.
Authorize Support to Access Your Content
You can grant access to certain products for a maximum of 7 days from your user account:
- Login to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
- Click on the icon with your initials or avatar at the top right
- Select Manage My Profile
- Click on Manage in the Support box
- Authorize access by clicking on the toggle button (allowing one does not allow the other - these are specific authorizations) to:
- Content of email addresses linked to the Infomaniak Mail interface
- Content of folders among the existing kDrive(s) in the organizations to which the current user belongs
- Content of discussions among the existing kChat product(s) in the organizations to which the current user belongs
Screenshots
on Windows
Microsoft provides preinstalled software dedicated to screenshots. But to do it manually:
- Show what you want/need to capture on the screen
- Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRNTSC, etc.) once
- In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page
- "Save" your file
- Repeat the operation from point 1 to point 5 as many times as the desired number of captures
on macOS
- Press the "cmd" + "shift" (the up arrow) + "3" keys simultaneously
- With each press of these keys, an image file is created on your computer's desktop
on iOS (iPhone, iPad...)
- Press the "Power" + "Home" buttons simultaneously (the only two physical buttons)
- Retrieve the screenshots in the "Photos" app on your device
on Android (e.g., Samsung, LG, or Huawei)
- Press the Volume Down key (on the edge) and the Lock key simultaneously
- The captured image is automatically saved in a Screenshots folder in the gallery
Popup Windows
To copy-paste a text message from an error popup in Windows, simply press the "CTRL" + "C" keys on your keyboard to copy the message to the clipboard. You can then paste it ("CTRL" + "V") into the body of the message you send us.
Browser Javascript Console
on Windows
Chrome, Firefox, and Safari: Enter the key combination ctrl + shift + i
Internet Explorer and Edge: Press the F12 key
on macOS
Chrome: Enter the key combination ⌘ + ⌥ + J
Safari: Enter the key combination ⌘ + ⌥ + C
- Then, click on the icon with a barred circle or similar to reset the log
- Show the page of your site experiencing the issue
- The console tab displays JavaScript errors and unfound online resources
This guide helps you identify and correct most of the email errors encountered after sending an email to a recipient.
Why an Email Error?
Generally, an email error message follows:
- incorrect configuration of the domain name used with your email
- a problem with (the mail provider of) your recipient
In any case, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.
Searching and Identifying the Email Error
When your message does not reach the recipient, a first failure report (Temporary Delivery Failure Report) is sent and specifies that the server will attempt to resend your message several times.
A final delivery failure report (Final Delivery Failure Report or Undeliverable Mail) issued by the recipient's server is sent to the sender (via a passage through the Infomaniak mail server, hence the mention of Infomaniak at the beginning of most error messages you may receive) to inform that the email could not be delivered even after several attempts.
The notification always contains the reason for the failure. Example in red below:
This is the mail system at host smtp-1-1234.mail.infomaniak.ch.
I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can delete your own text from the attached returned message.
The mail system anna.a@abc.xyz: host mxbw-abc-xyz.abc-ab12.abc.ch[123.456.789.00] said: 550 5.1.1
anna.a@abc.xyz recipient rejected, account administratively disabled (in reply to RCPT TO command)
So here your recipient's address is evidently suspended by their email provider.
Sometimes you need to search for the reason for the error message received among its attachments (often a plain text file). Example:
Reporting-MTA: dns; mxbw.abc.ch [123.456.789.00]
Received-From-MTA: dns; smtp-1-1234.mail.infomaniak.ch [12.345.678.99]
Arrival-Date: Tue, 01 Aug 2023 15:49:22 +0200
Final-recipient: rfc822; anna.a@abc.xyz
Diagnostic-Code: smtp; 552 RCPT TO:anna.a@abc.xyz Mailbox disk quota exceeded
Last-attempt-Date: Tue, 01 Aug 2023 15:49:22 +0200
Here your external recipient's mailbox seems full.
Most Common Cases
SPF Failure
The SPF (Sender Policy Framework) record is not correctly configured:
Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to SPF failure:
anna.a@abc.xyz
Technical details of SPF failure:
The sender's domain domain.xyz does not have a valid SPF record. Please contact your email administrator to correct the SPF configuration.
Solution: check your domain name configuration, especially the SPF record if your website is hosted with Wix or another provider. Learn more (click here)
User Unknown
The email address specified in the message is invalid or does not exist:
Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed permanently:
anna.a@abc.xyz
Technical details of permanent failure:
The email address does not exist. Please check the recipient's email address and try again.
Solution: carefully check the recipient's email address and correct it if necessary; make sure to use a valid email address for the recipient.
Temporary Failure
The recipient's mail server is experiencing temporary problems or is unavailable.
Solution: wait for some time, then try sending the message again later. If the problem persists, contact the recipient's technical support for assistance.
Blocked by SPAM Filter (or Content Rejected)
The recipient's mail server has blocked the message due to spam filtering rules:
Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@domain.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to the message being rejected as spam:
anna.a@domain.xyz
Technical details of delivery failure:
The content of the message triggered the spam filters of the recipient's email server. Please review the message content and try again.
Solution: check if your message contains elements that could be considered spam (keywords, suspicious links, etc.). Contact the recipient to check if the message was filtered into the spam folder.
Read this guide (click here) about outgoing spam and this guide (click here) about incoming spam.
Bad Reputation
The recipient's mail server has blocked the message due to spam filtering rules:
gmail-smtp-in.l.google.com said: 550-5.7.1
Our system has detected that this message is likely suspicious due to the very low reputation of the sending domain.
To best protect our users from spam, the message has been blocked.
Please visit https://support.google.com/mail/answer/188131 for more information.
Solution: check the reputation of the domain, determine if there has been any recent unintentional exploitation of one of your email addresses for malicious purposes, for example.
Domain Not Found (or DNS Error)
The recipient's domain name could not be resolved or does not exist.
Solution: check the spelling of the recipient's domain and correct it if necessary; ensure that the domain name and DNS are valid and active.
Mailbox Full
The recipient's inbox is full, preventing the reception of new messages.
Solution: inform the recipient of the situation and ask them to free up space by deleting emails or archiving items.
This cannot happen with email addresses managed by Infomaniak since they have no storage size limit.
Part of their network is on our block list
If the error message (usually obtained following a send from an online tool, placed on the server where your website is located, for example a Prestashop order confirmation or other online shop you manage) contains this:
host hotmail-com.olc.protection.outlook.com[104.47.30.97] said: 550 5.7.1
Unfortunately, messages from [89.123.456.789] weren't sent. Please contact your Internet service provider since part of their network is on our block list.
Solution: change the method of sending emails. The sending is unauthenticated and originates from the server with a specific IP address that is apparently blocked at the recipient for some reason (Infomaniak does not intervene to request unblocking). Therefore, configure the online tool to perform authenticated sends.
Less Frequent Errors
Deferred - Delayed
The error message Deferred - Delayed - Warning: message still undelivered after 4 hours, Will keep trying until message is 3 days old means that the Infomaniak mail server tried to connect to your recipient's mail server to send the message but for an unknown reason, it failed to do so. This error message specifies that the Infomaniak server will continue trying to send your message for the period specified in the error message. If, after this time, the message has still not been delivered, you will receive a final error message specifying that your message ultimately could not be delivered and your recipient did not receive it.
Greylisting Delay
This error occurs when your recipient's mail server, like Infomaniak, uses a technique called "greylisting" which imposes a temporary delay when attempting delivery of a message from an unknown sender for the first time. The Mailer Daemon may eventually send an error report indicating that delivery was delayed due to greylisting.
Message Size Exceeded / File Too Large
These errors occur when the message size (or attachments) exceeds the limit allowed by the recipient's mail server. The Mailer Daemon will return an error report indicating that delivery failed due to exceeding the message size.
Rate Limit Exceeded
This error occurs when the sender has exceeded the frequency or volume limit allowed by the recipient's mail server. Mail servers may impose limits to prevent spam or system overload.
The message contains a unicode character in a disallowed header
If you have inserted a special character like a heart ♥ for example in the body of the email, the subject, or especially in the full name, the risk of being rejected by providers is very high - you should keep it as simple as possible in the use of signs, characters, and fonts.
This guide helps you find solutions if you send an email from an email address hosted by Infomaniak and the message unintentionally ends up in your recipient's Spam folder.
Use Email Wisely
When basic rules are followed, there is little risk of your message ending up in the recipient's spam folder. To do this:
1. Use a Valid Email Address
Ensure that your email address and its domain are correct and valid; check the security settings of your domain name. If you correct a setting, wait 24 hours before trying to resend your email.
2. Avoid Suspicious Content
Whether in the subject of the message or in the body of the email, avoid using words or phrases often associated with spam, generic messages, overly complicated layouts, and unsafe or poorly formatted internet links. Personalizing an email using the recipient's name strengthens the legitimacy of your messages.
Sending suspicious attachments or large attachments can lead to the Spam folder; use SwissTransfer for example.
3. Test Sending from Mail Infomaniak
If you send your messages from email software, try sending them from mail.infomaniak.com to more precisely identify the origin of the problem leading to spam.
4. Reputation of Custom Domain
If you send emails from an address @domain.xyz and that domain has for any reason recently obtained a " bad reputation", your messaging will be impacted and may be considered as Spam by various providers. It is necessary to address the reasons that led to the depreciation of your domain name.
5. Obtain Consent
Make sure you know the person you are writing to, or at least write to a user likely to expect your message so they don't mark it as Spam. For group and/or regular mailings, voluntary subscriptions reduce the risk of being classified as spam; also consider Infomaniak's Newsletter solution.
6. Optimize Sending Frequency
An excessive volume of sending to several recipients from the same provider can be considered spam. Respect a reasonable frequency when sending your emails.
7. Get Added to Infomaniak's Whitelist
If you regularly send emails to a recipient also hosted by Infomaniak, and your messages are suddenly considered spam, your recipient can add your email address to the whitelist to allow your mail to reach their normal inbox. But it is important to pay attention to the reasons that led your messages to spam because not everyone will be able to whitelist your address.
Thank you for entrusting the hosting of your emails to Infomaniak.
You can now access and use your Infomaniak email addresses on your iPhone or Android smartphone through an interface designed by Infomaniak:
Download Infomaniak Mail for smartphones
- on iOS (iPhone, iPad)
- on Android
On your computer, you can configure your email address with third-party software or use Mail (browser version).
Getting started with the app
- configure Infomaniak Mail
- link an additional email address in Infomaniak Mail
- modify the Infomaniak Mail configuration
App limitations
- solely intended for Infomaniak email
- does not support OpenPGP encryption
- no push notifications with the version available on F-Droid
Any questions or feedback?
- Infomaniak Support is available 7/7 to assist you
- Feel free to share your suggestions: iOS app / Android app
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.