FTP not working: how to fix it

Can't connect with FileZilla? Check the message window at the top of FileZilla to see which message you get, and look it up below.

"530 Login incorrect" or "Authentication failed"

• Are you using an extra FTP account? Then type the full username, such as webbuilder@yourdomain.com (see Creating and managing FTP accounts).
• Are you using the default account? Then the username is your DA username (usually eight characters, see Finding your server name and DA user name) and the password is your DA password, not the password of your mailbox. If in doubt, set a new DA password via My WebOké (see Setting or changing your DA password).
• Has the account been suspended? Check in FTP Management.

Logging in works, but "Failed to retrieve directory listing" or a time-out when retrieving the folder list

In that case, the command connection (port 21) does come through, but the data connection for the files doesn't. This is usually caused by a modem, router or firewall on your end.

1. Set FileZilla to passive mode (see Verbinden met FileZilla (FTP, FTPS en SFTP)).
2. Choose Require explicit FTP over TLS under Encryption. Some modems and virus scanners interfere with unencrypted FTP.
3. Try it via a different connection, such as your phone's hotspot. If it works there, the problem is with your own network.

FTP suddenly stops working after a modem update (for example KPN)

We often hear this from customers with a KPN modem, especially after a software update or after switching to fibre. The modem's built-in firewall then blocks FTP. You'll notice a time-out, while FTP does work from a different connection. Here's how to fix it:

• Log in to your modem and open ports 20 and 21 in the firewall settings, and for passive mode also 35000 to 35999.
• Or lower the security level of the firewall in the modem by one step. KPN itself mentions this as a solution. Opening everything also works, but is less secure.
• If you can't figure it out in your modem, ask your internet provider for help. The KPN forum (community.kpn.com) has explanations and screenshots per modem.

Message about the certificate

Do you see a message that the certificate doesn't match the server? Then you're probably using ftp.yourdomain.com, your domain name or an IP address as the host. Enter the server name as the host, such as linux2023.webawere.nl. Then the certificate will match and the message will disappear.

No connection, not even on port 21

• Your IP address is blocked. After a few failed login attempts, the server blocks your IP address for a while. This also happens if another device keeps trying with an old password. You'll notice this because your website and email also stop working from your connection. Check and lift the block in My WebOké under Support centre > Am I blocked? (see Solving login problems). Only then change the password in FileZilla.
• Typo in the host. Use the server name from My WebOké, without https:// or :2222 before or after it.
• Company network or public wifi. FTP is sometimes completely blocked there. Try it at home or via your phone.

SFTP: "Permission denied (publickey)" or no connection

For SFTP you use port 1967 and an SSH key; it doesn't work with a password. Check whether your package has SSH (only Power Webhost Three and Four, AI Wordpress Three and Power Reseller have this), whether the public key is in DirectAdmin under SSH Keys and whether FileZilla is using the matching private key (see SSH Keys and logging in with SSH). If you don't have SSH, use FTP over TLS instead.

Uploading works, but I don't see my change

• Are the files in domains/yourdomain.com/public_html of the correct domain?
• Refresh the page without cache: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac). If you use a caching plugin, clear that cache too.
• Does your domain already point to WebOké? During a move, you might still be looking at the site at your old provider (see Testing my website before the domain has moved).

Uploading files doesn't work: "Permission denied" or "Disk quota exceeded"

Permission denied means the account isn't allowed to write to that folder, for example because an extra FTP account is only allowed access to a different folder, or because the folder doesn't belong to you. Disk quota exceeded means your storage space is full (see Storage full: where's the space going?).

Can't work it out? Create a ticket and mention the server name, the username (not the password) and the message from FileZilla's message window (see Asking for help: what should you tell support?).