If you are unable to access your server's FTP, this guide will resolve the issue regardless of what's preventing your connection.
# Most Common Causes
- Using the wrong password. You can follow this guide to reset it.
- Entering the wrong connection details. The FTP connection details are found on the control panel under Files > SFTP Connect.
- Not accepting the TLS encryption certificate. When logging in, make sure to accept or click OK for the security certificate.
- Problems with FileZilla. Try an alternate FTP client such as WinSCP or CyberDuck.
- Firewall/anti-virus block. Temporarily disable your firewall & anti-virus.
# Troubleshooting: Accessing FTP via the Web-based File Manager
All of your FTP login information can be found on the server control panel under Files > SFTP Connect. On the same page, you can simply access the web-based file manager to manage files directly from the control panel. We have a guide for accessing the panel FTP File Access here.
# Troubleshooting: Accessing FTP via FileZilla
To connect using FileZilla, you will need to enter the login information found via Files > SFTP Connect (the same page as the web-based file manager). The most common reason for being unable to connect is entering the wrong details or using the wrong password.
Please note that the FTP Usernames are different for every server - enter them exactly as they appear on the FTP details page. Additionally, make sure there is no space before or after the details you entered.
When connecting to the FTP server, make to accept the TLS security certificate.
If you are still unable to connect with FileZilla and are sure you're entering the correct details, it can sometimes be caused by an issue with FileZilla or a firewall block on your end. In this case, you can try the following steps:
- Try a different FTP client instead of FileZilla. For Windows, you can try WinSCP. For Mac, you can try CyberDuck.
- If you still cannot connect with an alternate FTP client, the issue is most likely caused by your firewall or anti-virus. Temporarily disable both of these and try again.
If you are still unable to connect, please provide the full FileZilla FTP log and/or any error messages you see to our support team in a support ticket.
