This guide explains how to contact Infomaniak Support and grant them access to your online products, particularly their content, and provide useful details when submitting a support request.

Contacting Infomaniak Support

Some email addresses, such as support@infomaniak.com, are not intended for receiving direct support requests.

To ensure proper support, each request must be submitted only through the support center:

• This process generates a ticket, automatically routes the request to the relevant department, and ensures complete follow-up until resolution.
• Once the request is registered, the communication can then continue directly via email with the support team.

Before contacting support, it is also recommended to consult the knowledge base, which contains many guides and answers to frequently asked questions.

Granting Support Access to a Type of Content

Infomaniak Support may ask you to grant temporary access to a portion of your content; this saves time in the diagnosis by avoiding unnecessary back-and-forth communication:

• This access is strictly limited to the context of the analysis and is used only to identify the source of the problem:
  • Only Infomaniak employees directly handling your support request.
  • Access is only granted from Infomaniak's controlled facilities.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes:
  • You can revoke this access at any time.
  • Otherwise, it will expire automatically after 7 days.
     

To allow Infomaniak to access a specific part of your services (granting access to one type of content never opens access to others; each authorization is specific and independent):

1. Click here to access the access management section in the Infomaniak Manager.
2. Click on the toggle switch to allow access to the content of…
   
   1. … email addresses associated with the Mail web app (online service ksuite.infomaniak.com/mail) + contacts & calendars,
   2. … folders within the existing kDrive accounts in the Organizations to which the current user belongs,
   3. … conversations within the existing kChat products in the Organizations to which the current user belongs.

With kSuite, you can also do this by clicking here or proceed as follows:

1. Click on the Settings icon ‍ in the top right corner of your kSuite window.
2. Click on Support in the left-hand menu:
   
3. Click on the toggle switch to allow access to the content of…
   

Taking screenshots

… on Windows

Microsoft offers a software pre-installed that is dedicated to taking screenshots. But to do it manually:

1. Display what you want/need to show on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. "Save" your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of screenshots desired.

… on macOS

1. Press the "CMD" + "shift" (the upward-pointing arrow — shift) + "3" keys simultaneously.
2. Each time you press these keys, an image file is created on your computer's desktop.

… on iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons simultaneously (the two physical buttons).
2. Then, retrieve the screenshots in the "Photos" app on your device.

… on Android (e.g. Samsung, LG or Huawei)

1. Simultaneously press the “Volume Down” button (on the side) and the lock button.
2. The captured image is automatically saved in a Screenshots folder in your gallery.

Copying the content of an alert window

… on Windows

To copy and paste a Windows “popup” error message as text, 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 are sending.

Accessing the browser's 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

1. Then, click on the icon with a crossed-out circle or similar to reset the log.
2. Display the page of your site that is experiencing the issue.
3. The console tab displays JavaScript errors and online resources that could not be found.