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I can't connect via FTP, SFTP or SSH

Maxim Tsitsejev
Updated

Applies to: All plans. FTP, FTPS and SFTP all work on every plan — SFTP/SSH runs on port 18890 (see the SSH note below).

Most FTP and SFTP connection failures come down to one of four things: the wrong host or port, the wrong username or password, passive mode being off, or a firewall in the way. Work through the causes below in order — the first one is the most common.

If you just need the correct settings from scratch, start with How to connect over FTP or SFTP.

Symptoms

  • Your FTP/SFTP client times out, hangs on "connecting" or never lists your files.
  • You see errors like "connection refused", "could not connect to server", "host not found", "authentication failed" or "login incorrect".
  • The connection opens but stalls when listing a folder or starting a transfer.

Common causes (most likely first)

  1. Wrong host, username or password — a typo, an old password, or using your client area login instead of your cPanel login.
  2. Wrong protocol or port — FTP and SFTP use different ports, and your client may be set to the wrong one.
  3. Passive mode is off — active-mode FTP often fails behind home and office routers.
  4. A firewall is blocking you — your own network, antivirus, or our security tools after repeated failed logins.

Quick fixes

1. Check your connection details. Your FTP/SFTP credentials are your cPanel account details, not your client area login:

  • Host: your domain (e.g. yourdomain.com) or the server IP 185.185.49.198.
  • Username: your cPanel username (or an FTP account you created under cPanel -> Files -> FTP Accounts).
  • Password: your cPanel password. If you are unsure, reset your cPanel password and try again.

2. Use the right protocol and port.

  • FTP / FTPS uses port 21.
  • SFTP (file transfer over SSH) uses port 18890, not the default 22. Set the port explicitly in your client — the most common SFTP failure here is leaving it on 22.

Set the protocol in your client to match. If FTP fails, try SFTP — it is more reliable through firewalls where it is available.

3. Turn on passive (PASV) mode. In your FTP client's settings, switch the transfer mode to Passive. This fixes most "connects but won't list files" problems on home and office networks.

4. Rule out your own network. Try a different network (for example, a phone hotspot). If it works there, your office or home firewall, VPN or antivirus is blocking the port — adjust those, or try the other protocol.

5. Wait a few minutes if you've been locked out. After several failed logins, our security tools may temporarily block your IP address. Wait, double-check your password, then try once more.

Result: Your client connects and lists your website files. You can now upload, download and edit.

About SSH and SFTP

SSH gives you a jailed shell and SFTP file transfer, confined to your own account. Connect with your cPanel username and password on port 18890 (not the default 22). To authenticate with a key instead of a password, add your public key under cPanel → Security → SSH Access → Manage SSH Keys. Full server (root) access is not part of shared hosting — your session stays inside your account.

If that did not work

  • Still can't log in? Confirm you're using your cPanel credentials, not your client area login. Reset the cPanel password and retry. See I can't log in.
  • No FTP client to hand? You can manage files in your browser instead with the cPanel File Manager.
  • Connection refused from one network only? It's almost certainly a local firewall, VPN or antivirus blocking the port. Switch protocols or try a different network.
  • Tried everything? Contact us with your domain, the exact error text, the protocol and port you used, and your public IP address so we can check for a block on our side.

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