This guide explains the differences between the two types of payment modes possible within a partnership (with full access granted to the partner).

Indeed, in the context of adding a Partner for managing your products, if you grant all rights, you will need to decide whether to also entrust them with the entire billing part.

Payment modes ...

... of the Customer

In this case:

• The Customer manages billing and pays for orders and renewals made by the Partner.
• The Partner:
  • Pays the public price and will receive income (cashback) in their account depending on the benefits they receive as an Infomaniak reseller
  • Also receives income (refund) for any order and renewal made directly by their client.
• Invoices will only be accessible within the Customer's organization, and the Partner will not have access.
• The products will be installed directly within the Customer's Organization.

... of the Partner

In this case:

• The partner
  • Manages billing and pays for orders and renewals made for their client
  • Benefits directly from reseller discounts when ordering and renewing on behalf of their client
  • Also receives income (refund) for any order and renewal made directly by their client.
• Invoices will only be available within the Partner's organization, and the Customer will not have access.
• The products will be installed directly within the client's organization.

Change the payment mode

When granting full access to an associate, the Customer can change the type of payment mode used in the partnership at any time:

1. Log in to the Infomaniak Manager (manager.infomaniak.com).
2. Click on Partner in the left sidebar menu.
3. Click on the name of the partner concerned:
   
    
4. Click on the pencil icon at the top of the page to the right of Payment:
   
5. Modify and verify the desired information.

The Partner will receive a notification of the change by email.

Also refer to this other guide.

This guide helps you resolve connection errors on Infomaniak mobile applications (kDrive, Euria, SwissTransfer, Mail) when the security message "your device is not recognized as safe" appears on Android.

Connection issues "Your device is not recognized as safe"

This blockage is related to Google's security protocols (Google Play Integrity API). Infomaniak uses these standards to ensure that data is not accessed on a device whose security could be compromised.

This usually occurs in the following cases:

• Use of an unofficial operating system (Custom ROM / LineageOS).
• Rooted device or unlocked bootloader.
• Android version too old or not certified by Google.
• Certain smartphone models (e.g.: Huawei without official Google services).

Immediate workaround

If your device is healthy but the message persists, you can bypass the blockage by forcing a new manual authentication:

1. On the application login screen, click on the down arrow/chevron icon next to your account or avatar.
2. Select the option "Log in with another account" (even if it is the same account).
3. Enter your credentials manually (Infomaniak email address and password).

This method allows you to ignore the previous connection token and validate access via a new secure session.

This guide explains how to regain access to Infomaniak services (manager.infomaniak.com and ksuite.infomaniak.com/mail among others) if you encounter issues with the kAuth mobile app (application for iOS/Android smartphones or tablets) if this is the security method you chose during 2FA activation (two-factor authentication).

Before changing your mobile device

If you plan to change your iOS/Android device on which the kAuth app is installed, before doing so:

• Log in one last time with 2FA on the Infomaniak Manager.
• Remove security temporarily (or modify the verification method to receive a code by SMS, for example).
• Then on the new device, install and open the kAuth mobile app to re-authenticate with 2FA via kAuth!

After changing your mobile device

If it's too late and you haven't followed the method above, check in the kAuth mobile app if your account is still present; it may be that you no longer receive the connection authorization request notification YES/NO and in this case:

1. Open the mobile app kAuth (application for iOS/Android smartphones or tablets) on your device.
2. Press on the account concerned.
3. Note the temporary code displayed.
4. Enter this code on the login page for the Manager.
5. Once logged in, deactivate two-factor authentication.
6. Then reconfigure two-factor authentication by choosing kAuth and adding your account to the mobile device which will reactivate the notifications.

If it's too late, and no accounts are displayed in the kAuth mobile app, there's no need to call Infomaniak or add your account in the app (without having followed the first explanation at the top of this guide), the registration will loop since a code will be requested...

And in this case, no choice, you will need to provide a number of security elements manually or via the app Infomaniak Check (kCheck) to regain access to your account:

1. Click here to access the Infomaniak Manager login page.
2. Enter the username and correct password.
3. When prompted for additional authentication, click on alternative methods:
4. Choose to enter one of your recovery codes if you had downloaded the sheet during 2FA activation:
5. Otherwise select the last option to request assistance to access the form allowing you to submit your ID documents and recognition selfie:
   
6. Follow the procedure to the end and wait:
   

This guide helps you subscribe to the Premium Support Infomaniak.

Discover Premium Support

To manage your Premium Support offer:

1. Click here to access the management of your Organization's Support on the Infomaniak Manager.
2. Click the button to start registration:
   

Este guia aborda as regulamentações sobre proteção de dados na Suíça e na Europa e as medidas tomadas pela Infomaniak para proteger os dados dos seus clientes e os dados nos serviços de hospedagem web e serviços de e-mail.

Compreendendo a diferença entre segurança e privacidade dos dados

A segurança dos dados visa impedir o acesso não autorizado às suas informações. Ela se baseia em medidas como criptografia, firewalls ou VPNs. Uma falha de segurança pode ter consequências desastrosas: imagine que um hacker roube toda a sua base de dados de clientes e exija um resgate para recuperá-la. Esse tipo de ataque – o ransomware – pode paralisar uma empresa da noite para o dia.

A privacidade dos dados diz respeito a quem pode ter acesso às suas informações e como elas são utilizadas. Mesmo que os seus dados estejam protegidos contra ataques cibernéticos, eles podem ser coletados, analisados e revendidos… de forma totalmente legal.

Exemplo: você armazena cuidadosamente as informações dos seus clientes, mas, sem saber, um serviço que você utiliza compartilha – de forma anônima – esses dados com terceiros. Resultado? Seus concorrentes podem obter análises valiosas sobre o seu mercado e segmentar seus próprios clientes sem nunca precisar de um ataque cibernético.

LPD & RGPD

Na Suíça, a LPD (Lei Federal sobre a Proteção de Dados) e a nLPD (a "nova Lei" em vigor desde setembro de 2023) protegem a privacidade dos residentes, regulamentando a coleta e o tratamento de dados pessoais pelas organizações.

Por sua vez, o RGPD (Regulamento Geral sobre a Proteção de Dados) da UE, em vigor desde maio de 2018, afeta as empresas globais que processam dados de residentes europeus, incluindo na Suíça. Enquanto a LPD se aplica aos dados de residentes suíços, o RGPD diz respeito aos dados de residentes da UE. As empresas suíças que gerem dados europeus devem cumprir os requisitos do RGPD, nomeadamente a designação de um Encarregado de Proteção de Dados e a realização de Análises de Impacto em caso de processamento de risco.

O seu papel enquanto Cliente Infomaniak

No que diz respeito aos dados alojados que lhe pertencem — e, em particular, se estes contiverem dados pessoais dos seus visitantes, contactos ou clientes —, é da sua responsabilidade garantir a sua conformidade.

Ao processar estes dados pessoais, é essencial informar os utilizadores sobre a finalidade e as modalidades deste processamento. Isto é geralmente feito através de uma política de privacidade ou de um acordo de processamento de dados (APD).

Acordo entre o responsável pelo tratamento e o subcontratante

Um APD (Acordo de Processamento de Dados), denominado em alemão AVV (Auftragsverarbeitungsvertrag), em italiano ATD (Accordo di Trattamento dei Dati) e em espanhol CTA (Contrato de Tratamiento de Datos), traduz-se por Acordo de tratamento de dados ou Contrato de subcontratação de dados pessoais.

Trata-se de um contrato obrigatório previsto pelo RGPD entre um responsável pelo tratamento e um subcontratante. Define a finalidade, a duração, a natureza do tratamento, bem como as obrigações e medidas de segurança. O seu objetivo é proteger os dados pessoais confiados a um prestador de serviços.

Este certificado RGPD (em formato PDF) pode ser gerado e descarregado a partir do painel de controlo (acessível aos utilizadores da organização que são proprietários ou administradores):

1. Clique aqui para aceder à gestão dos Acordos de Tratamento de Dados no painel de controlo Infomaniak (precisa de ajuda?).
2. Clique no botão Gerar para descarregar o documento PDF personalizado:
   

Aqui estão algumas dicas:

É crucial diferenciar entre a segurança das infraestruturas onde os seus dados estão alojados e a gestão e implementação dos dados do seu lado. Como fornecedor de alojamento, a Infomaniak atua como subcontratante para as suas obrigações relacionadas com o RGPD. Neste contexto, as suas políticas de privacidade e de utilização de cookies, bem como os seus termos e condições, oferecem-lhe as garantias necessárias quanto à sua conformidade como subcontratante.

O papel da Infomaniak

Tal como as empresas que trabalham com dados de utilizadores, a Infomaniak deve cumprir a LPD e, como entre esses utilizadores existem cidadãos europeus, também o RGPD:

• a política de privacidade de dados detalha os dados que a Infomaniak guarda para fornecer e executar os seus serviços
• a política relacionada com a proteção dos seus dados pessoais descreve os compromissos da Infomaniak na sua qualidade de subcontratante que aloja todos os seus dados, incluindo dados de caráter pessoal

This guide explains how to add, modify, or remove users from an Organization within the Manager Infomaniak.

Preamble

• Since you opened your account with Infomaniak, you are part of at least one Organization.
  • If you were alone and it was not an invitation, an Organization was created in your name and you automatically become the legal owner.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• Only an owner/legal owner can make changes.
  • A potential collaborator who also has access to your Organization will not be able to make changes from their restricted account.

Add a new user

As an Organization user with sufficient rights, you can:

• add a new user.
  • This can be someone completely external to Infomaniak,
  • or someone who already has their own Infomaniak user account that they can reuse if they wish by extending it to your Organization.

When adding, you can:

• specify their role within the Organization,
• the products they will have access to,
• as well as the administrative contact preferences.

Remove a user

As an Organization user with sufficient rights, you can:

• remove one or more users,
• or leave an Organization you belong to on your own.

Modify a user's permissions/rights

As an Organization user with sufficient rights, you can:

• modify another user's role,
• manage the products they have access to, and the more detailed permissions if it is access to an email address, for example,
• as well as the administrative contact preferences whether yours or those of others.

Replace a legal owner

To change the legal representative of an Organization on the Manager, it is necessary to remove the user who has the role of legal representative, which implies appointing a new legal representative beforehand (indeed, it is impossible to remove a legal representative if there is no other legal representative for the Organization).

Manage users by group (work team)

You can organize the Organization's users within groups.

This guide explains how to manage application passwords from the Infomaniak Manager.

Introduction

• Application passwords allow you to establish an authenticated connection between certain tools and services, even if two-factor authentication (2FA) is enabled.
• To synchronize, for example, contacts and calendars from your Infomaniak account with a mobile device or email software/client, follow the steps in the guide below to generate a new password specific to that application.
• You can generate multiple specific passwords (e.g., 1 for contacts and 1 for calendars) or use the same one to synchronize both services.

Create an application password

To do this:

1. Click here to access the application password management section in the Infomaniak Manager.
2. Click on Generate an application password:
   
3. Enter a name for the application password in the dialog box, then click Generate application password:
   
4. Copy and save the generated application password in a safe but accessible location; it will no longer be accessible once the window is closed.

Revoke application passwords

In the same location, you can delete one or more application passwords when they are no longer needed:

1. Click the action button ⋮ to the right of each password, then revoke them…
2. or click Revoke all at the top of the table:
   
3. ou sur Tout révoquer en haut du tableau:
   

Infomaniak tools, such as the Web Mail app (online service at ksuite.infomaniak.com/mail) or the Calendar, Contacts, kSuite interfaces, can be displayed in light mode or dark mode, including based on the settings of your current operating system:

Enable manual mode

To manually choose a dark or light display, without relying on any different display setting on the operating system:

1. Click here (or on the badge with your initials / avatar in the top right corner of the Infomaniak Manager) to "Manage my account":
   
    
2. Then, click on Appearance in the left-hand menu.
3. Click on Light to apply light mode:
   
4. Click on Dark to enable dark mode.

Enable automatic mode

Automatic mode is based on your operating system settings (macOS / Windows...):

1. Click here or on the badge with your initials / avatar in the top right corner of the Infomaniak Manager to "Manage my account":
2. Click on Appearance in the left-hand menu.
3. Click on Automatic mode:
   

Then, if you want to change the light or dark theme of your computer, so that the automatic mode of the Manager takes your preferences into account…

… on macOS

1. Click on System Preferences…
2. Click on Appearance.
3. Choose the desired mode on the right:
   

… on Windows

1. In the Start menu, open Settings > Personalization.
2. Select Colors, then Choose your mode:
   
3. You can choose between Light, Dark, or Custom.
   • If you select Custom, you will be able to choose a default Windows mode and a different default application mode.

And on mobile?

The dark theme is enabled on mobile devices for Infomaniak login and account creation pages; it automatically adapts to the mobile system's preferences, providing a consistent visual experience between mobile applications and login/account creation.

This guide details the steps to take when you wish to “release” the management of an email address that is currently “limited” by the use of an Infomaniak account with the same name.

Preamble

• For example, the email address benevol on the Mail Service example.xyz will no longer be shareable with other users from the moment an Infomaniak account is created with a login identifier in the form of the email address benevol@example.xyz.
• Therefore, a procedure exists for the administrator of a Mail Service to activate the release of the corresponding Infomaniak account if necessary.
• The corresponding email address, previously attached and readable, will no longer be, but the account data is not deleted.
  • Only the login address must be proposed in a different form by the user in question.

Request the release of the blocking Infomaniak account

To activate the deletion of the login identifier when it is identical to an email address that can no longer be shared, the administrator of the Mail Service must go to the Manager:

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 in question.
3. Click on the email address concerned in the table that appears.
4. Under the General tab, it is possible to see the users who consult this address, and among them, the corresponding user is found.
5. Click the Add button in the Users section (an operation that is currently not possible):
   
6. In the right-hand sidebar, the assistant for releasing the address opens; click the radio button to activate the operation.
7. Click Continue:
   
8. Confirm the user disconnection operation:
   
9. The linked user disappears from the users page:
   
10. In parallel, they receive an SMS similar to the example below, on the phone number they provided during their registration:
    
11. This SMS indicates the procedure to follow to reconnect to their Infomaniak account with another email address of their choice (see below).

Recover access to the Infomaniak account

To be able to log back into your Infomaniak account now that access is no longer possible with the old email address, the Infomaniak account user must go to the address mentioned in the SMS:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a sequence of numbers).
3. Enter the usual password (it has not changed):
   
4. Enter the new requested information:
   
5. You will be logged back into your account:
   

This guide is for you if you wish to make a SEPA credit transfer in euros to settle a payment to Infomaniak.

Bank details for any € transfer

Here are the Infomaniak IBAN bank details to use for your SEPA credit transfers in euros to Infomaniak:

Transfers sent to any other Infomaniak IBAN will not be processed and will be automatically returned to the issuing bank.

Is there anything simpler than a bank transfer?

Yes. To ensure optimal continuity of your services, it is recommended to register an immediate debit payment method, such as a bank card. This payment method allows, among other things:

• the automatic renewal of your services
• the reduction of risks associated with manual transfers

Change currency

The EUR / CHF currency corresponds to the country registered for your Organization. Refer to this other guide to modify the establishment information and obtain billing in another currency.

Verify that an invoice is legitimate and comes from Infomaniak

To be 100% sure that a payment reminder is legitimate and to know which service it corresponds to:

1. Click here to log in to the Infomaniak Manager.
2. Check at the top left that you are in the correct Organization where your products are located.
3. Go to Billing > To pay.
4. By choosing payment by IBAN, the correct bank details are automatically displayed.

The teams remain at your disposal. Contact Infomaniak support in case of doubt or question.

This guide explains how to validate two-factor authentication, or two-step verification, through an Infomaniak app already installed on your devices.

Preamble

• Refer to this other guide regarding the activation of the 2FA feature.

Receive a notification when a login authorization request is made via Infomaniak apps

From the moment you activate 2FA by configuring one of the proposed methods, it is automatically the Infomaniak apps (Mail, Euria, kDrive...) that allow you to validate the connection when connecting from another device:

1. A modal opens to ask you to validate the connection if it indeed comes from you:
   
2. You can of course request on a case-by-case basis to receive the validation request on one of the other registered methods:
   
3. In this case, you access the different 2FA methods already registered on your account:
   

If you have activated multiple validation methods (SMS, OTP application...), you can define the one that will be proposed by default for each connection. Note, however, that the priority method will remain the one for validation in the Infomaniak app installed (Mail, Euria, kDrive...) on your devices:

1. The notification appears full screen when you open the specified application, and a button allows you to validate the connection (if it is indeed you):
   
2. In the Android settings of the Infomaniak apps (Mail for example), you can choose to activate only the login authentication request notification:
   
3. Thus, an Android notification alerts you to the ongoing authentication request, and you can open the app directly from the notification:
   

Este guia explica como adicionar uma referência global que será exibida em todos os seus próximos documentos de faturamento.

Introdução

• Esta referência, com um máximo de 128 caracteres, aparecerá nas suas faturas e documentos pro forma.
• Será aplicada automaticamente por padrão em todos os seus próximos documentos, eliminando a necessidade de inseri-la novamente a cada vez!

Adicionar uma referência global a partir das suas configurações de faturamento

Pré-requisitos

• Ser Administrador ou Responsável legal dentro da Organização…
  • … ou uma conta de utilizador simples, mas com ativação da permissão para gerir a contabilidade:
    

Para adicionar a nota interna global desejada:

1. Clique aqui para aceder à página de configuração/contabilidade no Manager Infomaniak (precisa de ajuda?).
2. Clique no + para Adicionar uma referência:
   
3. Preencha o campo com a sua nota interna.
4. Valide com o botão (a referência também pode ser eliminada no mesmo local com o botão Lixeira):
   
5. Encontre a referência adicionada nos seus documentos
   

Adicionar uma referência personalizada a um único documento

Atenção, esta referência substitui a nota global configurada acima:

1. Clique aqui para aceder à página de configuração/contabilidade no Manager Infomaniak (precisa de ajuda?).
2. Clique no menu de ação ⋮ à direita do documento em questão.
3. Clique em Ver detalhes:
   
4. Clique no + para Adicionar uma referência:
   
5. Preencha o campo com a sua nota interna.
6. Valide com o botão (a referência também pode ser eliminada no mesmo local com o botão Lixeira):