Infomaniak: Customer service experiences
Reviewers report that Infomaniak’s customer service is a mixed experience, with a strong majority expressing satisfaction but notable concerns emerging over time. Of the 594 mentions, 425 are positive, highlighting responsive, knowledgeable, and privacy-conscious support, while 133 are negative, often citing unresponsiveness, account access issues, and frustration with technical limitations. The overall trend shows a generally positive sentiment, with ratings consistently above 4.0 stars for most of 2025 and early 2026. However, a dip in late 2025 and early 2026, particularly a low of 3.66★ in July 2026, suggests growing dissatisfaction, possibly linked to service outages and support delays. Despite these fluctuations, the core sentiment remains favorable, especially among users who value privacy and ethical tech practices.
What customers praise
Customers frequently praise Infomaniak’s support for being timely, knowledgeable, and genuinely helpful. Many highlight that real people respond to technical issues, offering clear guidance and solutions. Users appreciate the focus on privacy and ethical service, which extends to the support experience itself. The combination of technical competence and alignment with user values is a recurring positive theme.
What customers said:
- „timely and useful support“
- „Very good service for free“
- „whenever I had technical issues I got helpful, knowledgeable support from a real person“
Common complaints
Common complaints center on unresponsiveness, especially with ticket systems and phone support. Several users report no replies to inquiries, even after multiple attempts. Others describe being blocked from accessing services despite having valid accounts, particularly if they are outside OECD countries. Some also express frustration with the inability to delete accounts or recover lost files, with support offering no solutions.
What customers said:
- „I lost some very important files and support said they can't help me.“
- „No customer support.“
- „Won't let you sign in even if you have created a collaborative space before“
How it has changed over time
Customer service quality appears to have declined slightly over time, with a noticeable drop in ratings from mid-2025 to mid-2026. The lowest score of 3.66★ in July 2026 coincided with reports of outages and lack of communication during incidents. While support was praised in earlier months, later feedback suggests delays and inconsistent follow-up, especially during system disruptions. This shift may reflect growing strain on support during periods of technical instability.
What customers said:
- „Not a good start“
- „EXTREMELY SLOW to work with !“
- „not being able to add third party email accounts“
Practical takeaways
For users prioritizing privacy and sustainability, Infomaniak’s support remains a strong point despite occasional flaws. Those outside OECD countries should be cautious, as access to services like kDrive is restricted. Users should expect prompt help for technical issues but may need to follow up multiple times. The service is best suited for those who value ethical tech and are willing to navigate occasional delays.
What customers said:
- „you can access kDrive through website“
- „there is NO support..both canadian and USA new york numbers are NOT responding to…“
„there is NO support..both canadian and USA new york numbers are NOT responding to ANYTHING !“
- „they take privacy seriously“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 4.65 | 17 |
| 2025-09 | 3.96 | 23 |
| 2025-10 | 4.41 | 17 |
| 2025-11 | 4.41 | 27 |
| 2025-12 | 4.16 | 32 |
| 2026-01 | 4.10 | 50 |
| 2026-02 | 4.23 | 57 |
| 2026-03 | 4.26 | 39 |
| 2026-04 | 4.00 | 20 |
| 2026-05 | 3.78 | 36 |
| 2026-06 | 4.48 | 29 |
| 2026-07 | 3.66 | 35 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 76% | 18% | 6% | 17 |
| 2025-09 | 70% | 4% | 26% | 23 |
| 2025-10 | 76% | 0% | 24% | 17 |
| 2025-11 | 78% | 4% | 19% | 27 |
| 2025-12 | 75% | 0% | 25% | 32 |
| 2026-01 | 74% | 4% | 22% | 50 |
| 2026-02 | 79% | 4% | 18% | 57 |
| 2026-03 | 74% | 10% | 15% | 39 |
| 2026-04 | 60% | 5% | 35% | 20 |
| 2026-05 | 61% | 6% | 33% | 36 |
| 2026-06 | 86% | 3% | 10% | 29 |
| 2026-07 | 63% | 9% | 29% | 35 |
Customer voices
Short excerpts - full reviews are available at the original source.
„that's what I found here with infomaniak“
„support said they can't help me.“
„the system stole all other information“
„Excellent service!!“
„this morning and it's down“
„how can I trust them to look after my data“
„the ability to use other emails besides those hosted by Infomaniak“
„the ability to be compatible with Spam Sieve“