This guide is for you if you encounter the error The web host does not exist when visiting the address of a site on an Infomaniak Web Hosting.

Preamble

• This type of error usually occurs because your domain name is not correctly linked to your site (your domain name is probably pointing to the wrong IP address or is misconfigured).
  • Example: a domain abc.xyz that is misconfigured and would point to an IPv4 Starter hosting and to a shared hosting in IPv6…

Resolve a Domain - Website Linking Issue

To get your site back online:

• Check the DNS zone of your domain name, especially its A records.
• Correct them if necessary by entering the IP address of your hosting.
  • Any DNS addition/modification can take up to 48 hours to propagate.

To do this, the easiest way is to use the Infomaniak DNS Diagnostic Tool to automatically correct the pointing, by previously grouping the products in the same Organization if necessary.

This guide helps you protect the reputation of your domain name, to maintain the trust of Internet users and service providers in your website or business, thereby facilitating the smooth operation of your email.

The web reputation

There are different types of reputation on the Internet, including personal reputation, corporate reputation, and domain reputation.

Domain reputation is essentially a score that determines how email systems decide what to let through to users' inboxes. Fundamentally, the reputation of your domain is a measure of the health and legitimacy of your domain. This reputation can be influenced by the security of your email and website.

For example, the reputation of a domain can decrease if…

• … the site visible at the domain address is hacked, leading to the mass sending of fraudulent emails,
• … the domain's email is exploited for the involuntary sending of spam.

If the reputation of your domain remains poor, your emails may be marked as spam and not reach their intended audience. This can harm email deliverability (see this other guide in English on this topic).

Improving domain reputation

By following these few tips, you can improve the reputation of your domain and, for example, boost all your email marketing efforts:

• Set up and verify SPF, DKIM, and DMARC records that help protect your domain from identity theft attacks.
• Check the reputation of your domain with tools such as Google Postmaster Tools, Sender Score, Microsoft SNDS, McAfee or Talos Intelligence and identify potential issues.
• Only send emails to users who have chosen to subscribe!
• Get trusted links or backlinks…

See this other guide about RBLs.

This guide explains how to add or modify one or more CAA records in the DNS zone (of a domain name) managed on the Manager Infomaniak.

Preamble

• A CAA record allows you to specify a certification authority authorized to issue certificates for a domain.

Add a CAA

To manage this type of record in a DNS zone:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the domain concerned.
3. Click on DNS Zone in the left sidebar.
4. Click the button to add a record:
   
5. Click on the radio button CAA to add a record.
6. Click on the Next button:
   
7. Enter the CAA values required for your DNS zone: if you are validating an SSL certificate, refer to the information below.
8. Save your information by clicking on the button at the bottom of the page.

Adding CAA to validate an SSL certificate...

... Sectigo

In the case of an SSL certificate validation Sectigo, follow the generic guide but specifically enter the following data:

• Choose “Issue for certification authority”.
• Enter the flag: 0.
• Specify sectigo.com.

... Let's Encrypt

In the case of a Let's Encrypt SSL certificate validation, follow the generic guide but specifically enter the following data:

• Choose “Issue for certification authority”.
• Enter the flag: 0.
• Specify letsencrypt.org.

This guide explains how to display the IP address of a site on your Web Hosting.

Preamble

• The IPv4 address is usually the same for each of the sites on the hosting (unless you have acquired a dedicated IP).

Display the IP address of your site

The IP address is specified on the hosting management page (Starter or containing multiple sites):

1. Click here to access the management of your site on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Then click on the chevron to expand the Information section of this hosting.
4. The IPv4 address is displayed on the page:
   
5. The IPv6 address is also displayed in the case of paid hosting:
   

This guide explains how to set up a DMARC policy for your email hosted by Infomaniak, an essential element to prevent potential delivery issues.

Preamble

• The DMARC (Domain-based Message Authentication, Reporting, and Conformance) protocol enhances the security of your domain by relying on SPF and DKIM checks.
• It instructs recipient servers on how to handle emails that fail these authenticity tests, with three protection policies (None, Quarantine, Reject) detailed below.
• In case of authentication failure, the recipient can send you a DMARC report; this data is essential to identify configuration errors or stop phishing attempts using your domain name.

DMARC Policy and Acceptance Percentage

For the instructions that can be given to recipient servers when a suspicious message is detected, 3 policies (p = policy) exist and can be refined with a percentage (pct):

None (none): The email is delivered normally (observation mode)

With "p=none", no email is rejected or quarantined based on the DMARC verification. However, the reception percentage can be used to collect data on unauthenticated emails, indicating how many of these emails should be subject to the DMARC policy. E.g., "p=none; pct=10" means that 10% of unauthenticated emails will be subject to the DMARC policy, while the remaining 90% will be accepted.

Quarantine (quarantine): The email is sent to spam

With "p=quarantine", unauthenticated emails can be quarantined, but the reception percentage determines the proportion actually subject to this policy. E.g., "p=quarantine; pct=50" means that 50% of unauthenticated emails will be quarantined, while the remaining 50% will be accepted.

Reject (reject): The email is purely and simply blocked/deleted

With "p=reject", unauthenticated emails are rejected. The reception percentage determines the proportion of unauthenticated emails that will actually be rejected. For example, "p=reject; pct=20" means that 20% of unauthenticated emails will be rejected, while the remaining 80% will be accepted.

Create a DMARC Record

There are 2 ways to manage DMARC.

If you have a Mail Service with Infomaniak, the simplest way is to go to the Global Security tool to manage your DMARC security policy and reports:

However, since the DMARC record is a type of DNS record, usually of type TXT, you can also manage it from the DNS zone of the domain name:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the domain in question.
3. Click on DNS Zone in the left sidebar menu.
4. Click the button to add a record:
   
5. Click the radio button DMARC to add a record.
6. Click the Next button:
   
7. Leave (or add if necessary) the value _dmarc in the Source field.

8. The Target field must contain the parameters you wish to use, separated by ;:

   Tag Name	Purpose	Example
   v	Protocol version	v=DMARC1
   pct	Percentage of messages subjected to filtering	pct=20
   ruf	URI for forensic reports	ruf=mailto:authfail@domain.xyz
   rua	URI for aggregate reports	rua=mailto:aggrep@domain.xyz
   p	Policy for the organizational domain	p=quarantine
   sp	Policy for the subdomains of the organizational domain	sp=reject
   adkim	DKIM alignment mode	adkim=s
   aspf	SPF alignment mode	aspf=r

   which can result in, for example, v=DMARC1;p=reject;pct=100;rua=mailto:postmaster@dmarcdomain.com (source)

9. Leave the default value for the TTL.
10. Click the Save button:
    

This guide explains which DKIM to add to secure Infomaniak messaging if it revolves around a domain name whose DNS is that of Cloudflare.

Preamble

• If you manage your emails at Infomaniak, as well as the associated domain name, but the DNS management is with Cloudflare, then you need to add the DKIM on the Cloudflare interface.

Add a DKIM on Cloudflare

Prerequisites

• Refer to this other guide to allow you to display the DKIM corresponding to your Infomaniak messaging.
• Display the DKIM to be able to copy-paste it. Example:
  

Follow the procedure below to correctly activate DKIM, thus improving the security and deliverability of emails for the domain in question:

1. Click here to access your Cloudflare account.
2. Select the domain in question.
3. In the DNS section, search for and delete any NS records for "_domainkey" pointing to Infomaniak.
4. Click on the Add a record (Add record) button to open the input form.
5. Fill in the fields using the data obtained from the Infomaniak Manager, respecting the standard configuration for a TXT type DKIM record:

Make sure the Proxy Status (cloud) is set to DNS Only (grayed out) for email authentication records.

This guide is for owners of a domain name on the Infomaniak infrastructure who encounter a DMARC issue when using certain Google tools such as Meet or Calendar.

Resolve a DMARC error

To make your domain name configuration (with a DMARC policy of type reject) compatible with the use of certain Google services, it is necessary to add a corresponding SPF record:

• Before: v=spf1 include:spf.infomaniak.ch -all
• After: v=spf1 include:spf.infomaniak.ch include:_spf.google.com -all

To edit the SPF currently configured in the DNS zone of your 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 product concerned.
3. Click on DNS Zone in the left sidebar.
4. Click on the action menu ⋮ located to the right of the TXT type record containing the value of the SPF concerned.
5. Click on Modify:
   
6. Edit the field by adding on the same line include:_spf.google.com after the existing Infomaniak include, and this before the final -all.
7. Click on the Save button:
   

Refer to this Google documentation if you are looking for information on configuring Google's SPF.

This guide explains how to access your Home Assistant smart home box (which is behind a dynamic IP address provided by your ISP) with a domain name at Infomaniak via the free DynDNS option and a free script available here.

Preamble

• The integration you install acts as a messenger: it constantly monitors the IP address of your local network.
• As soon as it detects that your ISP has changed your IP, it instantly sends a signal to Infomaniak.
• Infomaniak then updates your domain name (e.g. ha.domain.xyz) to point to the new IP address.

Install Infomaniak DynDNS — Home Assistant Integration

Prerequisites

• Have a Home Assistant installation (e.g. on a Raspberry Pi 5) connected to the Internet with a dynamic IP address.
• A dynamic DNS must have been created on the relevant domain.

Next:

1. Log in to your Home Assistant backoffice.
2. Install HACS if you haven't already; go to the settings of Home Assistant:
   
3. Install the Terminal & SSH app:
   
4. In this terminal, enter the command wget -O - https://get.hacs.xyz | bash -:
5. Once HACS is installed, restart Home Assistant.
6. Activate HACS by searching for it in the integrations:
   
7. Once validation via Github is complete, go back to HACS installed in your left sidebar, then click on the action menu ⋮ at the top right of the HACS interface to choose custom repositories:
   
8. Enter the URL https://github.com/cy-bertrand/Infomaniak-dyndns-ha and choose the type Integration, then click on Add:
   
9. Then search for Infomaniak DynDNS and click on it:
   
10. Install this service by clicking on the Download button at the bottom right:
    
11. Restart Home Assistant.

Configure Infomaniak DynDNS — Home Assistant Integration

To do this:

1. Click on Settings in the left sidebar of HA.
2. Click on Devices & Services:
   
3. Click the button to Add an integration.
4. Click on Infomaniak DynDNS:
   
5. Configure your device:
   
   1. Hostname: the URL configured in the Manager when adding the Dynamic DNS
   2. Username: the identifier defined in the Manager when adding the Dynamic DNS
   3. Password: the password defined in the Manager when adding the Dynamic DNS
6. Validate at the bottom of the page.
7. Give a name to the entity and save your changes by clicking on Finish:
   

Home Assistant will check the external IP every 15 minutes. If it has changed, the DNS will be updated. Thus, your domain name will always point to your home automation installation, even if your Internet Service Provider changes your public IP address.

Also refer to the official plugin documentation.

This guide explains how to suspend the administrative management of a product so that no user of the Organization can use it within the Infomaniak Manager. It is also possible to block a user of your Organization, without deleting them.

Preamble

• By blocking the management of a product:
  • Only administrators and the legal representative will be able to unblock it.
  • Users with limited rights (collaborators and clients) who have access to this product will no longer be able to manage it.
• An email is sent to the users of the Organization.

Block a product

Prerequisites

• Be an Administrator or Legal Representative within the Organization (users with limited rights (collaborators and clients) who have access to this product will not be able to do so).

To block or unblock certain products for the entire Organization:

1. Click here to access product management in the Infomaniak Manager (need help?).
2. Access the service you wish to block.
3. Click on the action menu ⋮ located to the right of the item in question.
4. Click on Block product management:
   • Example 1, Cloud Server:
     
   • Example 2, domain name:
     
5. Confirm the suspension.

Suspend emails

A Mail Service cannot be blocked in the way indicated above, but it can be put into maintenance.

Prerequisites

• Be an administrator or legal representative; users with limited rights (collaborators and clients) who have access to this product will not be able to do so.

To suspend email addresses:

1. Click here to access the management of your product in the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product in question.
3. Click on Manage.
4. Click on Enable maintenance:
   
5. Confirm by clicking the red button to suspend the use of email addresses (reception is not interrupted but consultation is impossible):
   

Block an Organization user

To quickly block an Organization user in case of a security incident, log in to manage your users as an Administrator or Legal Representative of the Organization:

1. Click here to access user management on the Infomaniak Manager (need help?).
2. Click on the user in question:
   
3. From the Manage button at the top of the page, you can remove the user from the Organization (which also removes their various product management access).
4. Further down, you can more finely manage the products to which the user should have access:
   

Thus, critical services, such as the Manager interface, of your Organization, the Web app kDrive and the Web app Mail may become inaccessible to them.

Depending on the situation, also refer to these links to block other services such as messaging (IMAP / SMTP) or Web services.

To not block the user yourself but to indicate a procedure for them to follow to secure their account, refer to this other guide.

This guide explains the WDPR (WHOIS Data Problem Report System) and WHOIS notifications related to the management of your domain names.

WDPR and WHOIS: what are they?

• WHOIS: public directory listing the contact details of the domain owner (name, email, phone).
• WDPR: ICANN system for reporting inaccurate or outdated WHOIS information.
• Data accuracy: ICANN requires that this information be up-to-date. Incorrect data can result in the suspension or cancellation of the domain.
• Privacy: you can hide your personal data via a WHOIS privacy service.

Types of messages received

• Problem notification: a third party has reported an error in your contact details; you must verify and correct them promptly.
• Update reminder: mandatory periodic email to confirm that your information is still valid.
• Confirmation: validation that your changes have been successfully recorded following an update.

Compliance with these guidelines is crucial for the security of your domain and to avoid any service interruption.

Modify your data or the language of the messages

You can modify your contact details or change the language of the notifications (French, English, etc.) directly on your management interface.

This guide specifies the distinction between the financial settlement of a service and the ownership of the associated property rights.

Payment does not confer ownership

Paying the bills for a service (domain name, hosting) does not automatically grant property rights over it. According to Infomaniak's Terms of Service, the official holder remains the person or entity whose name is associated with the service, even if the payment is made by a third party or a Partner.

This distinction is particularly important during a product transfer between Organizations: the payer is not necessarily the manager nor the legal owner.

Check and update your contact details

To ensure your rights over a service, make sure the identification information is in your name or that of your company. Check the following details:

• Your Infomaniak profile
• The Organization owning the product
• The billing information
• The legal owner of the domain name (registrant)

In case of dispute, only the holder designated in the Infomaniak interfaces is recognized as responsible and owner of the rights.

This guide details the specifics related to the expiry dates of domain names when they are transferred from one registry to another.

Preamble

• The expiry dates of domain names refer to the period during which the owner of a domain name has paid for the registration of that name.
• It is crucial for domain name owners to carefully monitor the expiry dates and renew their registration on time to avoid any service interruption or having to pay additional recovery fees.

Transfer a domain to Infomaniak

When a domain is transferred to Infomaniak, the new expiry date(date until which the domain will be registered, valid, and functional) after transfer will be the date…

• … already existing before transfer + 365 days minimum.
   

Example:

• Domain name with expiry date 01/12/2025 before transfer…
• Transfer occurs on 01/10/2025 for example (no importance or impact)…
• The expiry date becomes 01/12/2026 after transfer to Infomaniak (1 year is added following the transfer).

Exceptions depending on domain extensions

Transfer policies and effects on expiry dates may vary depending on the domain extension. Each domain extension (such as .com, .net, .org, etc.) is managed by a specific regulatory entity, and these may have different rules regarding transfers and expiry dates.

The rule described in the previous chapter does not apply to certain extensions for which the new expiry date after transfer will be the date…

• … already existing before transfer, without incrementation or change: .CH.
• … of the transfer date + 365 days minimum: .BE and .DE.

Ownership transfers of a domain name can also affect the expiry dates. When a domain name is transferred from one owner to another, the expiry date may sometimes be modified depending on the registrar's policies.

This guide explains how to modify the DNS (Name Servers) of a domain registered with Infomaniak.

Prerequisites

• Have a domain name with Infomaniak or at least a DNS zone.
• Understand:
  • the operation of a domain and a DNS zone before modifying the latter.
  • that any DNS addition/modification can take up to 48 hours to propagate.

DNS Modification

To modify the DNS of a domain managed by Infomaniak and thus control the direction that Web and Mail traffic should take:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the domain in question:
   
3. Click on DNS Servers from the left sidebar.
4. Click on the blue button Modify DNS Servers:
   
5. If your website is hosted with Infomaniak, check Infomaniak Name Servers…
   • Otherwise, check Custom Name Servers to enter the server names below and validate at the bottom of the page.
     

Batch Modification

To modify the DNS of multiple domains in bulk:

1. Click here to access the management of your domains on the Infomaniak Manager (need help?).
2. Select the domains in question.
3. If necessary, click on ⋮ at the bottom of the screen.
4. Click on Modify DNS servers:
   

This guide explains how to transfer your domain name from another provider to Infomaniak. You remain the owner of your domain name and manage it easily and cost-effectively.

Prerequisites

• Check that the domain name is transferable according to certain criteria:
  1. domain created or already transferred for at least 60 days
  2. valid email addresses (owner's contact details, admin/tech contacts)
  3. unlocked domain
• Securely note the different records (A / MX / TXT, etc.) contained in your domain if you will keep other services after the transfer than those of Infomaniak.
• This involves transferring a domain name that you own with a provider other than Infomaniak, so that the future management of this domain is handled by Infomaniak.
  • This is not an internal transfer from one holder to another and the code to obtain is not a code for an internal transfer with your current provider.
  • Instead, obtain the authorization code.
  • The terms "EPP", "AuthCode", "AuthInfo", "transfer code" and "authorization code" all refer to alphanumeric sequences specific to the domain whose main purpose is to verify the owner's authorization before a transfer between Registrars.
• Here are some specific guides to help you if your current Registrar is:
  • Amen
  • EuroDNS
  • Gandi
  • GoDaddy
  • Hostinger
  • Hostpoint
  • Squarespace (formerly Google Domains)
  • IONOS (formerly 1and1)
  • Namebay
  • Namecheap
  • OVH
  • o2switch
  • PlanetHoster
  • Scaleway (formerly Online SAS)
  • Swisscom
  • Swizzonic (formerly Switchplus)
  • Special cases:
    • .BE domain names
    • .LU domain names

Transfer the domain to Infomaniak

Once the prerequisites above have been validated:

1. Order the domain name to be transferred from Infomaniak.
2. Enter the authorization code (see prerequisites above) when prompted during the order process.
3. Review the DNS chapter below and, if necessary:
   1. Run a DNS diagnostic to verify the Domain <-> Infomaniak Services link.
   2. Run a Mail diagnostic (SPF, DKIM...) to avoid any sending or receiving issues.

Batch transfer of multiple domains

Once the prerequisites above have been validated:

1. Order the domain names in one go via this Infomaniak transfer assistant.
2. Specify the domain names and authorization codes or import a CSV file (format .csv or .xlsx) with the list of domains and their authorization codes (in 2 columns and up to 300 rows).

Transfer duration, administrative delays

The time it takes to transfer a domain name is influenced by two factors:

1. The conditions of the registry of the extension; for .FR, Afnic sets a transfer period of up to 8 days; refer to the specifics of the extensions that concern you from this page (under Frequently Asked Questions by first clicking on the extension concerned).
2. The conditions of the Registrar you wish to leave; the latter has the possibility to object to the transfer during the transfer period defined by the registry; it can also automatically accept the transfer and speed it up.

Note that a DNS update (see below) can take up to 24 hours.

DNS configuration (before, during, after)

• Before the transfer, your domain name is linked to various services (Mail, Web...) through its DNS.
• While the transfer is in progress, you will no longer be able to modify the DNS configuration until the transfer is complete.
• As it can sometimes be difficult to know when this occurs, you can decide in advance what DNS configuration to apply (also possible during batch transfer):
  

For example:

1. Your domain name domain.xyz has the DNS ns1.monregistrar.com and ns2.monregistrar.com and you will only be working with Infomaniak for everything related to email, web hosting, etc…
   • …then you don't need to do anything except choose our DNS when prompted during the transfer (same if it already has DNS such as ns11.infomaniak.com and ns12.infomaniak.com).
      
2. Your domain name domain.xyz currently has the DNS ns1.monregistrar.com and ns2.monregistrar.com and you are only moving the domain name while continuing to work with different services other than Infomaniak…
   • …then carefully note the information contained in your current DNS zone (A records, CNAME, etc.) because Infomaniak cannot guarantee that your current DNS zone will persist where it is currently located (check with your current registrar) and choose not to use Infomaniak DNS.
      
3. And if you don't know which DNS your domain name is currently using…
   • …query it via https://infomaniak.com/whois or another WHOIS service.
      
4. If your domain name domain.xyz already has DNS such as ns11.infomaniak.com and ns12.infomaniak.com before transfer…
   • …then you don't need to do anything except choose our DNS when prompted during the transfer.

Do you want to transfer services such as your websites or email addresses? Refer to this other guide.

The BIMI (Brand Indicators for Message Identification) standard, brand indicators for message identification) allows companies to incorporate their logo into the emails they send.

Preamble

• Infomaniak applications (and other companies around the globe - read the in case of problem chapter below) are compatible with BIMI and will display the logos next to the received emails.
• Infomaniak Mail Services allow you to configure your email with your logo; the benefits are numerous:
  • increased trust: recipients can visually identify your emails, thus reducing the risk of phishing.
  • brand reinforcement: a well-visible logo in inboxes reinforces brand awareness.
  • better deliverability: emails compliant with DMARC have a better chance of reaching the main inbox.

1. Create a logo

Create a logo in SVG (Scalable Vector Graphics) format. This format is required as it ensures optimal quality regardless of the device or display size.

To be imported on the Infomaniak interface (read below) it must not exceed 10 Mo, but it can also be hosted on a publicly accessible secure server and you will simply need to indicate its URL for the BIMI DNS registration.

2. Obtain the VMC certificate

A verified logo certification (VMC) is required; it certifies that you are the legitimate owner of the logo. You can obtain this certification from recognized certification authorities such as DigiCert and Entrust.

When your VMC certificate is issued, you receive a PEM file containing the entity certificate. This PEM file includes your logo in SVG format as well as the VMC.

3. Add the logo to the Mail Service

Prerequisites

• All the Global Security indicators of your Mail Service must be green (SPF + DKIM + DMARC)!

To access the Mail Service and set the logo of your company:

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned.
3. Click on Global Security in the left sidebar menu.
4. Click on the Create button (in the BIMI section):
   
5. Fill in the requested information from the documents received (see chapter 2 above) and do not forget to save.

In case of a problem

• If the Create button in the BIMI box remains gray, make sure to check the informative messages: DMARC may exist but not be at the required rejection percentage, so adjust the parameters according to the indications.
• When there are multiple domains linked to the Mail Service, you must ensure that you have a certificate on each linked domain if you want BIMI on them.
• Note that Apple Mail supports BIMI, unlike Microsoft Outlook, Thunderbird and the Mail app from Samsung which have not yet fully adopted it.

Disable BIMI

To disable BIMI, simply go to the domain name management page linked to the Mail Service and delete the corresponding TXT record.

This guide explains how to renew or restore a domain name registered with Infomaniak.

Preamble

1. You are automatically notified by email (at the address you provided) when one of your domain names is about to expire.
2. If this domain name is not renewed before its expiration date, it enters a redemption period during which it can still be recovered/restored.
   • The restoration fees and the duration of the redemption period are variable depending on the extension concerned.
3. Once the redemption period has elapsed, the domain name is free and can be reserved again by anyone.
   • If your domain is important for your activities, Renewal Warranty offers you the assurance of never losing it: Infomaniak will do everything in its power to ensure that you keep it even if you do not provide timely updates at its expiration.

Renew a domain name before expiration

The renewal of one or more domain names is done exactly the same way as any other Infomaniak service renewal. Refer to this other guide if you are looking for information on how to renew the product in question.

Restore a domain name after expiration

To restore a domain during its redemption period:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. An expired domain is indicated as such:
   
3. Click directly on the name assigned to the product concerned:
   
4. Click the Restore button:
   
5. Follow the restoration steps to the end.

Resolve an issue

What to do if the domain does not seem visible in your account?

• Check that you are logged in with the correct user account, and that you are displaying the correct Organization if you are affiliated with multiple entities.
• Consult the DOMAIN section of the Manager and not in a section of billed or renewable products.
• Repurchase the domain name if it has not been reserved since.

This guide details the different statuses that a domain name can have.

Common statuses

"Active" or "OK"

The domain name is declared in the DNS, the domain name is active and unlocked. All administrative and/or technical operations are possible.

"Registrar-Lock / Registry-Lock" or "clientTransferProhibited"

The domain name is declared in the DNS. The domain name is active and locked to protect it, especially against unauthorized transfer requests.

Statuses that require an operation or observation

"Registrar-Hold / Registry-Hold"

This status is set when the domain has expired (not renewed). The only possible operation is then renewal. Administrative and/or technical operations are not possible.

"RedemptionPeriod"

This status occurs if the domain has not been renewed. Refer to this other guide if you are looking for information on this subject.

"PendingRestore"

This status appears during a restoration request. The registrar has 7 days to communicate all necessary information to the registry for its restoration.

"PendingDelete"

This status follows the status RedemptionPeriod after 30 days if no restoration request has been made. The name will be deleted during a 15-day period before becoming public.

In the case of a .fr domain extension

"Active" (Active)

The domain name is declared in the DNS (fully operational).

"Frozen" (Frozen)

The domain name is declared in the DNS but no administrative and/or technical operation is possible. Possible causes: see article 6.1 of the charter of the AFNIC.

"Locked"

The domain name is no longer declared in the DNS; it is no longer functional and no administrative and/or technical operation is possible. Possible causes: see article 6.2 of the AFNIC charter.

This guide explains how to restart the transfer of a domain name to Infomaniak in case of failure.

Manually restart a domain transfer

When the transfer of a domain name fails, you receive an email with the possible reason for the problem.

The message also contains a link to restart the transfer request without paying the transfer fees again.

In case of a problem:

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 concerned.
3. Follow the instructions displayed on a red background at the top of the page.

This guide explains how to modify the coordinates associated with a domain name, that is, the “WHOIS” coordinates of the owner / holder / manager.

Preamble

• The particularity of domain names is that they all have an owner whose coordinates are specific to the domain itself, independent of the Infomaniak account that manages the product.
• These coordinates, nicknamed WHOIS, indicate details such as first name, last name, postal address, email address, etc. and can be consulted online thanks to WHOIS services such as whois.infomaniak.com or whois.nic.swiss.
• Additional private coordinates often exist outside the public WHOIS and are never visible and/or communicated by Infomaniak without prior authentication!
• These coordinates will always prevail in the event of a dispute regarding the ownership of a domain name, it is therefore important to keep this information up to date even if you activate Domain Privacy to mask information.

Accessing the different types of contacts related to domain names

To access these domain manager coordinates:

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 concerned:
   
3. Click on WHOIS Information in the left sidebar:
   

Owner Contact

1. Click on the Change Owner button to create a new contact card, or choose one previously used on one of the other domain names of the Organization, with the need to obtain the agreement of both parties before application.
2. Click on the Modify button to edit the language (of certain shipments) as well as postal and telephone coordinates (an email is sent to the email address mentioned for a request to confirm the changes).

More details below in this guide.

Administrator Contact

1. Click on the Modify button to edit the language (of certain shipments) as well as postal and telephone coordinates (an email is sent to the email address mentioned for a request to confirm the changes).
2. Click on Other Contact to create a new contact card, or choose one previously used on one of the other domain names of the Organization, with the need to obtain the agreement of both parties before application.

More details below in this guide.

Technical Contact

1. Click on the Modify button to edit the language (of certain shipments) as well as postal and telephone coordinates (an email is sent to the email address mentioned for a request to confirm the changes).
2. Click on Other Contact to create a new contact card, or choose one previously used on one of the other domain names of the Organization, with the need to obtain the agreement of both parties before application.

More details below in this guide.

Billing Contact

1. Click on the Modify button to edit the language (of certain shipments) as well as postal and telephone coordinates (an email is sent to the email address mentioned for a request to confirm the changes).
2. Click on Other Contact to create a new contact card, or choose one previously used on one of the other domain names of the Organization, with the need to obtain the agreement of both parties before application.

More details below in this guide.

Modify WHOIS coordinates

Without creating a new contact card, you can modify:

• the postal address (street, zip code, country, etc.)
• the phone number
• the language (of certain shipments) 

By creating a new contact card, you will therefore be able to specify:

• Type of contact (Company, Individual, Association, other)
• First name / Last name
• the email address
• the postal address (street, zip code, country, etc.)
• the phone number
• the language (of certain shipments) 
   

Any modification of WHOIS coordinates will have to be validated by the current contact. The latter will receive an e-mail with a validation link valid for two days to validate the changes:

The e-mail also indicates the other domain names concerned by the operation (and which types of contacts are concerned by the change).

While waiting for validation, a message is displayed on the domain management page:

Find out more

You can also do this on multiple domains at once: a contact card can be linked to several domains; modifying a card will therefore automatically apply to all domains with the same WHOIS contact.

Also refer to the guides concerning specific extensions such as the .es or the .se …