Please follow the steps below to troubleshoot FTP access issues:
1. Verify your access credentials in the user area of our website, found under “Your services”–> “Detail” –> “Publish Wewbsite”. We suggest using the Copy/Paste function to ensure accuracy.
Please note that if you have changed your FTP access password, we do not have access to it (passwords are encrypted). The only option is to reset that password. To do this, log into the user area and request a password change, and we will reset your initial password.
2. Ensure you have an internet connection.
3. If you have a firewall, antivirus, or proxy installed, temporarily disable it to avoid any interference with your connection.
4. Verify that your domain hasn’t expired or that more than 48 hours have passed since it was registered or reactivated.
If you have validated these points and the problem persists, check your hosting information in the user area for details of your alternate FTP server. In your FTP program, replace the current “Host Name/Address” with the alternate server’s value.
If your access issue isn’t one of the ones listed above, please go to the user area and send a message with the following information:
- FTP user encountering an issue.
- FTP user password.
- Error message received when accessing hosting via FTP.