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Confirm the correct protocol
FTP, FTPS and SFTP are different protocols. SFTP runs over SSH and is not the same as FTP with encryption. Use the protocol and connection details supplied by your hosting provider.
Check the connection details
- Host: Use the server hostname or IP address supplied by your provider.
- Port: Common defaults are 21 for FTP or explicit FTPS and 22 for SFTP, but your provider's settings take precedence.
- Username and password: Use the FTP/SFTP account credentials, which may differ from your cPanel login.
- Encryption: Follow the provider's instructions for FTP, explicit FTPS or SFTP.
- Remote directory: Open the correct website directory after connecting. It may be
public_htmlor another path assigned to your account.
Common errors
- Connection timed out: Check the hostname, port, network and firewall. The service may be unavailable or blocked.
- Connection refused: The server may not offer that protocol on the selected port.
- Authentication failed: Recheck the username and password and confirm the account is active.
- Host key or certificate warning: Verify the server identity with your provider before accepting a changed or unexpected identity.
- Connected, but files are missing: Check the remote directory and account permissions.
Stay secure
Prefer SFTP or FTPS when supported. Do not send credentials over an unencrypted connection on an untrusted network. Never disable host verification just to bypass an unexplained SFTP warning.
If the problem continues, send support the client name, protocol, hostname, port and exact error message. Do not include your password or private key.
