This guide explains how to replace the main domain name associated with a Website hosted on Infomaniak in case you want to, for example, change the name of your activity or modify the spelling.

Preamble

• It is not possible to simply change the spelling of the domain name in question.
• You must own the new domain name and install it in place of the current one by performing a swap (read below).
• You can also rename your Web Hosting product in the Infomaniak Manager but changing the name of a hosting service has strictly no impact on the URLs of the sites.
• You need to act on the domain name and, if necessary, adapt the content of the site.

Change the website's domain name

Prerequisites

• Prepare the new domain name (if necessary you need to buy it).
• If the change you are looking for is more of a "subdomain" to "main domain" type (dev.domain.xyz → domain.xyz for example) then refer to this other guide.

To replace the domain name assigned to the site with another domain name:

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 concerned product:
   
3. Then click on the chevron ‍ to expand the Domains section of this site:
   
4. Refer to this other guide to link the new domain name to your site (read the prerequisites carefully):
   • It is this new linked domain that will replace the current primary domain name after the inversion you will perform below.
5. Once the new domain name is linked to your site, click on the action menu ⋮ to the right of it.
6. Choose Set as primary domain:
   
7. If necessary, delete the old domain name and its variants that have become alias domains alias (and no longer primary domains).

If you are using a SSL certificate, you will need to update it to include the added aliases.

If you are using the dedicated IP option, you will need to uninstall and reinstall it after performing the swap.

Adapt the site content to the new name

In some cases, the web application used to develop the site needs to be adjusted to work with the new domain name. Click on the link corresponding to the development of your site to adapt the content:

• WordPress
• Joomla
• Prestashop
• application offered in WordPress & Apps

This guide explains how to transfer a domain name you own with another company to Infomaniak.

Preamble

• Generally, during a transfer, no already paid period is lost; the domain's expiration date will be postponed by one year.
• A bulk transfer is also possible.

1. Obtain the authorization code

The authorization code (or EPP code) is specific to the domain name you are transferring.

Get it from your customer account with the current provider (refer to these other specific guides), otherwise ask them!

It is sometimes necessary to unlock the potential transfer lock.

2. Transfer the domain name

Search for the relevant domain name on this Infomaniak page.

Click the button to start the transfer!

3. Configure the options

Follow the assistant by adding or removing the desired options.

After entering the domain name holder's details, this is the most important step:

Leave the toggle switch activated as shown above if…

• … all the products or services corresponding to this domain name are already with Infomaniak.
• … no product or service is linked to your domain name.

or disable the toggle switch if…

• … some products or services associated with this domain name are hosted elsewhere than at Infomaniak.

4. Enter the authorization code

Below, paste the authorization code copied in step 1 and then validate the transfer by clicking the button:

Then click the Next button at the bottom right to proceed to the final step.

5. The final step

This final step allows you to settle any fees (depending on the extension of the domains to be transferred) and renewal methods.

Read and accept the general terms then click on Next to complete the order:

6. Manage your domain names

Find your domain names on the Manager Infomaniak and monitor their transfer, configuration, expiration…

If an issue occurs with the transfer, an email is sent to you containing the reason for the failure as well as the procedure to resume the transfer.

Transfer your services such as sites or email addresses as well? Check out this other guide. Also discover Infomaniak's migration service.

This guide explains how to redirect a domain name directly to another or how to automatically send visitors to your website to another page address (internal or external URL).

Introduction

• To redirect traffic, you will need to act…
  • … or on the domain name itself (it must be hosted by Infomaniak and its DNS must be Infomaniak's as well),
  • … or on the code present in your pages (page .htaccess, homepage, etc.) if you have a website.
• Make your life easier! If needed, **local partners recommended by Infomaniak can handle these procedures**. Launch a **free call for tenders**. They take care of everything, freeing you from the technical details.

Act on the domain name

via Web Redirection Tool

The tool available on the Manager allows you to easily redirect the domain name (or subdomain) to the Internet address of your choice.

via DNS modifications or A record

Change the DNS of the domain name or modify its A/AAAA records to direct web traffic to another provider.

Act on the page code…

… via HTML code to insert

Insert this line of code between the <head> and </head> tags of your homepage (usually named index.html):

<meta http-equiv="refresh" content="5;url=INSERT-HERE-NEW-URL">

Replace 5 with the desired wait time in seconds (0 for immediate redirection).

The search engine Google indicates that it is preferable to use a 301 redirect on the server side (read more below). The W3C also advises against using it.

… via PHP code to insert

If the site page has a .php extension, insert this header function call at the very top of the file:

header("refresh: 5; url=INSERT-HERE-NEW-PAGE-URL");

… via .htaccess file

To redirect all traffic targeting your site (regardless of the page called) to another address, insert this into the .htaccess file at the root of your site:

RewriteEngine On
RewriteRule ^(.*)$ INSERT-HERE-NEW-URL/$1 [R=301]

To target the page that should be redirected:

Redirect permanent /ancienne_page.html insérer ici adresse URL de destination

Redirectpermanent, Redirect permanent and Redirect 301 are equivalent commands.

Here is another example of redirecting a sub-section to the homepage (this directive has the advantage of working with "deep links" unlike a permanent redirect):

RewriteEngine on
RewriteRule "old/path/url "/" [L]

Refer to this other guide on this topic.

This guide explains how to transfer to Infomaniak data (Web, Mail, Domain, and even Cloud) currently hosted elsewhere. You obviously remain the owner of your data, without any loss or interruption!

Specific guides

Click on the link corresponding to your current host:

• Swisscom: complete guide to migrate Web, Mail and domain name

Guides for any other hoster

To retrieve any other data, follow the procedures below:

1. Guide to copy Web data (all PHP, HTML sites, etc. - for WordPress refer to this other guide)
    
2. Guide to copy Mail data (email addresses, mailbox content, etc.)
    
3. Guide to transfer the domain name (domain management, DNS zone, etc.)
    

You can also bring other types of data to the Infomaniak servers:

• Dropbox, Google Drive, etc. content: refer to this other guide
• Data on NAS Synology or QNAP: refer to this other guide

Why join Infomaniak?

By grouping your domain names, websites, and email addresses with Infomaniak, you simplify the management of your invoices and services. Moreover, your domains will automatically link with your site and email address. You will therefore not need to manually configure the DNS of your domains with another registrar.

Learn more about Infomaniak

• Infomaniak, the Ethical Cloud
• Infomaniak's eco-responsible approach

Thank you for choosing to customize your account with Custom Brand!

Available as an option with any Infomaniak offer or included with kSuite Entreprise, discover this customization tool to make your web addresses unique, add a logo or an image slideshow to your login page for your Infomaniak Organization.

Prerequisites

• Have a domain name with an extension supported by Infomaniak - note that this also works with a subdomain.
• Host your domain name with Infomaniak (transfer it to Infomaniak if necessary) or manage its DNS zone with Infomaniak.

Custom Brand customization guides

• Customize the URLs and interface / disable Custom Brand
• Troubleshoot an issue:
  • domain verification associated
  • domain blocking associated

Customize your Web addresses with your domain

Customize your Organization's interface

The following interface options are customizable from your space:

• Adding your logo to your Organization's interface.
• Adding a panorama of 3 images on the login page.
• Changing the color of the text and the button on the login page.
• Customization of kDrive pages.

This guide shows how to use the Newsletter tool offered by Infomaniak to create and send newsletters, that is, recurring messages to multiple recipients.

Why use Newsletter instead of an Email Service

A newsletter is a periodic communication tool sent by email to a specific group of subscribers. It generally aims to inform, share news, updates, or relevant content on a specific topic and maintain a relationship with a targeted audience.

They can contain articles, announcements, promotions, links to recent content, upcoming events, and sometimes exclusive offers for subscribers. The main goal is to provide interesting and relevant content to spark engagement and maintain subscribers' interest.

Infomaniak Newsletter allows you to schedule and send newsletters to a list of email recipients who are expecting your messages; you thus distribute email marketing campaigns effectively and personally and maintain regular and relevant communication with your customers and subscribers.

The features include the creation of templates, management of the subscriber list, performance analysis and all of this is not directly feasible with a traditional Mail Service. Moreover, the tool has its own interface, autonomous within your browser, completely separate from Mail Infomaniak and does not require a mail application. This means that if you already have contacts to whom you wish to write with their consent, you will need to import them into the tool first.

Prerequisites

• Have a domain name on which you will activate the Newsletter:
  • Access to its DNS zone if the domain name is not with Infomaniak.
  • Create a new domain name if necessary.
• Have credits for Newsletter to allow sending (1 credit = 1 newsletter sent to 1 subscriber).

Activate the Newsletter tool

To activate the Newsletter tool for the first time:

1. Click here to access your product management on the Infomaniak Manager (need help?).
2. Click on START FOR FREE to subscribe to the Newsletter offer.
3. Enter the domain name that will be used (and that must belong to you - read the prerequisites above).
4. Click on the blue button to Approve.
5. Start using the tool - or refer to this other guide in case of any issues or if additional configuration is requested on the screen.

Access the Newsletter tool

To access the Newsletter once activated:

1. Click here to access your product management on the Infomaniak Manager (need help?).
2. Click directly on the domain name assigned to the relevant product.

Going further with the tool

• Import contacts
• Create and send a newsletter
• Newsletter credits
• Newsletter sign-up form
• Double opt-in to avoid being marked as a spammer
• Resend a newsletter to specific types of subscribers
• The variables to customize your content
• Use the Newsletter API

See all Newsletter FAQs; click here to share feedback or a suggestion about an Infomaniak product.

This guide explains how to restore backups of previous versions of your files and other web data from your Infomaniak hosting, and how to implement an effective backup policy if the backups automatically and freely provided no longer meet your availability or security needs.

Web Hosting (Starter, Shared, Cloud Server)

Check out these guides to restore automatic backups:

• of an entire hosting (FTP + MySQL),
• of specific files on the hosting
• of specific databases,
• of a Web Application (Wordpress & Apps),
• the SSH crons of Serveur Cloud.

Check out these guides to backup and restore:

• a hosting with Swiss Backup and Acronis (simple),
• a hosting with Swiss Backup and Restic (advanced),
• WordPress with Swiss Backup,
• WordPress with an extension.

Also, refer to https://faq.infomaniak.com/snapshot.

Hostings v1 (old 60 Go offer)

• View and/or download the automatic backup (versioning) of your data on your FTP space under /backups and /backup_mysql at the root of the domain (above /web).
• Restore this data.

Mail

• Restore messages from automatic Infomaniak backups.
• Restore contacts or calendar events.
• Save the current content of an email account:
  • by downloading the current content locally,
  • by duplicating all current content to a backup mailbox,
  • by copying future emails as they arrive to a backup box.

Domains / DNS Zones

• Restore deleted DNS records from automatic Infomaniak backups.
• Restore an expired domain in redemption period.

This guide helps you find solutions if you send an email from an address hosted by Infomaniak and the message ends up in the Spam folder (junk mail) of your recipient.

Using email effectively

Infomaniak stands out among the leading providers in the market thanks to enhanced systems ensuring the security and good deliverability of emails. As long as the basic rules are also respected on your side, there is little risk of seeing your message end up in the recipient's junk mail. To do this:

1. Use a valid email address

Ensure that your email address and its domain are correct and valid; check the security parameters of your domain. If you correct a parameter, wait 24 hours before trying to send again.

2. Avoid suspicious content

Whether in the subject line or the body of the email, avoid using words or phrases often associated with spam, generic messages, overly complex layouts, and unsafe or poorly formatted internet links. Personalizing an email by using the recipient's name enhances the legitimacy of your messages.

Sending suspicious attachments or large files can lead to the Spam folder; use SwissTransfer for example.

3. Test sending from the Infomaniak Web Mail app

If you send your messages from an email software/client, try using the Web app **Mail** Infomaniak (online service mail.infomaniak.com) to compare the results and more precisely identify the source of the spam issue.

4. Reputation of the custom domain

If you send emails from an address @domain.xyz and for some reason this domain has recently acquired a " bad reputation", your email will be impacted and may be considered Spam by different providers. You need 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 send to a user likely to expect your message so that they do not mark it as Spam. For grouped and/or regular sends, voluntary subscriptions reduce the risks of being classified as spam; also consider the Newsletter Infomaniak solution.

6. Optimize the sending frequency

An excessive volume of emails sent to multiple recipients of the same provider may 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 contact can add your email address to the whitelist to allow your mail to reach their normal inbox. However, it is important to pay attention to the reasons that led your messages to spam, as not everyone will be able to whitelist your address.

This guide helps you identify and correct most email errors encountered after sending an email to a recipient. Refer to this other guide if you are looking for information about errors obtained when configuring an email address in a software/email client.

Introduction

• Generally, a mail error message is the result of…
  • … an incorrect configuration of the domain name used with your email,
  • … an issue with your recipient's (mail provider).
• In any case, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.

Searching for and identifying the email error

When your message does not reach your recipient, an initial 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 them that the email could not be delivered even after several attempts.

The notification always contains the reason for the failure. Example 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 the address of your recipient is visibly suspended by their email provider (account administratively disabled).

Sometimes you need to look for the reason for the error message received among its attachments (often a raw 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 the mailbox of your correspondent external to Infomaniak seems to be full (Mailbox disk quota exceeded).

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 the configuration of your domain name and especially the SPF record if your website is hosted with Wix or another provider.

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; ensure that you are using a valid email address for the recipient.

Temporary Failure

Le serveur de messagerie du destinataire rencontre des problèmes temporaires ou est indisponible.

Solution: wait for some time, then try sending the message again later. If the problem persists, contact the recipient's technical support for help.

Blocked by SPAM Filter (or Content Rejected)

The recipient's mail server has blocked the message due to anti-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 may be considered spam (keywords, suspicious links, etc.). Contact the recipient to check if the message has been filtered into the junk mail folder.

Refer to this other guide regarding outgoing spam and this other guide regarding incoming spam.

Bad Reputation

The recipient's mail server has blocked the message due to anti-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 one of your email addresses has been recently and involuntarily exploited for malicious purposes, for example.

Domain Not Found (or DNS Error)

Le nom de domaine du destinataire n'a pas pu être résolu ou n'existe pas.

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

La boîte de réception du destinataire est pleine, empêchant la réception de nouveaux 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 after sending from an online tool, placed on the server where your website is hosted, for example a order confirmation from Prestashop or another online store that 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 email sending method. The sending is unauthenticated and is sent from the server with a specific IP address that is apparently blocked by the recipient for some reason (Infomaniak does not intervene to request unblocking). Therefore, you need to configure the online tool to perform authenticated sendings.

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 contact's mail server to send the message but was unable to do so for an undetermined reason. This error message specifies that the Infomaniak server will continue to attempt to send your message for the period specified in the error message. If, after this delay, the message has still not been delivered, you will receive a final error message informing you that your message could not be delivered and that your contact did not receive it.

Greylisting Delay

This error Greylisting Delay occurs when the recipient's mail server, like Infomaniak, uses a technique called "greylisting" that imposes a temporary delay on the first delivery attempt of a message from an unknown sender. The Mailer Daemon may possibly send an error report indicating that delivery has been delayed due to greylisting. The error may also mention banned sender. You should try resending your message a few minutes/hours later.

Malware message rejected

This error Malware message rejected occurs when the message contains an attachment, a link to a storage site like Dropbox, or dynamic content, including in the "forwarded" part of the message (in the case of a "forward" message, for example). You should try resending the message from the Web app Mail Infomaniak (online service mail.infomaniak.com) instead of a mail application, and remove any content that may cause this error.

Message Size Exceeded / File Too Large

These errors Message Size Exceeded / File Too Large occur when the size of the message (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 the message size being exceeded.

Rate Limit Exceeded

This error Rate Limit Exceeded occurs when the sender exceeds the allowed frequency or volume limit set by the recipient's mail server. Mail servers may impose these limits to prevent spam or system overload.

Sender denied: auth guards failed

Refer to this other guide if you encounter an error Sender denied: auth guards failed.

The message contains a Unicode character in a disallowed header

This error The message contains a unicode character in a disallowed header may appear if you have inserted a special character like a heart ♥ e.g. in the body of the email, the subject or especially in the full name; the risk of being rejected by providers is very high: it is best to keep the use of signs, characters and fonts as simple as possible.

This guide explains how…

• … activate incoming mail filtering
• … automatically sort promotional messages
• … report certain fraudulent messages

… to reduce unwanted or excessive messages on an email address managed by Infomaniak.

Solutions to exclude, sort, and filter incoming emails

Automatic filtering methods

• Refer to this guide to use the folder by activating the spam filter (it can be deactivated).
• Refer to this guide to use the and folders by activating the advertising & social networks filter.

Manual methods

• Refer to this guide to report an incoming message that was not detected as spam (advertisement / unsolicited contact).
• Refer to this guide to report an incoming message that was not detected as phishing (fraud / deceptive fake email).
• Refer to this guide to block or allow specific email addresses or even entire domains.
• Refer to this guide to define your own sorting and classification filters ('Sieve language') for incoming mail…
  • … this will allow you to filter messages sent to a temporary alias that you can create to protect yourself when registering on the Internet, for example.

If you are facing a wave of spam or unusual messages, refer to this other guide to perform some checks.

If your own sent messages are often mistakenly classified as spam, refer to this guide to perform some checks.