To access the FTP related problems category you first need to access the Help Desk. From the Help Desk home continue to the FTP related problems link located in the Service Related Problems table.

Once you open the FTP related problems category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution to the problem you experience. Also, with the search feature we recently included into our Help Desk you will be able to search for an answer of your question in our Knowledge Base and Tutorials section.

If you cannot find a solution to your problem in the Find Quick Answers section you would need to report it to our technical support. To do this please click the If your ftp is not working, please click here to report your problem link located at the top of the page.

To report a problem at this section, you will need to complete the three steps given on the next page. To continue, press the Proceed with FTP Down Report button.

Step 1: You will be taken to a page where some basic information about your FTP is required. Please fill in all the required fields and continue by pressing the Proceed with FTP Down Report button.

Note: If you cannot retrieve the password for your main FTP account, please refer to our FTP upload guide to learn how to find it. If you cannot retrieve the password for an FTP account you have created yourself, you can reset it from your cPanel. (How to access cPanel?)

Step 2: You will initiate an automatic server-side and a client-side check for the most common server related issues that can cause a FTP related problem. For your convenience we have prepared an automatic check run with the help of a Java Applet. If you do not have Java Runtime Environment installed on your computer you will be able to quickly download it for free on the next screen.

Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

To continue to the next step, press Proceed with FTP Down Report button.

Step 3: On the next page you will be given the opportunity to provide our Technical Support with suggestions/comments on the problem with your website. The space for adding comments or any other information to the Tech Team while posting the ticket is limited to 500 characters. That is because we have already gathered enough information for your problem while you were generating the report. To send the ticket to our Tech Team, please press the Post Ticket button.

If you need to add a longer comment please post the ticket as it is and then reopen it. (How to reopen a ticket?)

Please make sure you accept the security certificate, whenever you are asked for it. If you do not accept the security certificate, the automatic checks would not be generated and we would not be able to fully investigate the problem with your FTP.