If you cannot log in to FTP, the cause is usually one of three things. Your IP address may be blocked by Imunify360, the security software on Hostking servers. Your account may have an FTP IP allowlist that does not include your current address. Or the problem may be your FTP client settings or login details. This article explains how to check each one and how to ask for your IP address to be allowed.

Check which problem you have

Start by reading the error your FTP client shows. Then use the table to find the likely cause.

  • Connection refused or timed out on every attempt, from every network: check your FTP allowlist (see below), or ask support to check security blocks.
  • Login fails with "530" or "not logged in" after the password is accepted: check your username format and password.
  • Connects, then hangs when listing folders or sending files: try your FTP client's passive mode setting.
  • Works on one network but not another: your public IP address has changed or is different on that network.

Find your current public IP address

Whitelisting only works for the IP address your connection currently uses. This is your public IP address, which can differ from the address on your device. Search for "what is my IP" in a browser to see it.

Your IP address can change. Mobile data, a VPN and some home broadband connections give you a new address from time to time. If your address has changed, you will need to allow the new one.

Allow your IP address on your FTP account

Some accounts use an FTP allowlist. Once at least one address is listed, only listed addresses can connect. This allowlist applies to your whole hosting account, not to individual FTP users.

cPanel

  1. Log in to cPanel and find the FTP Access Control plugin.
  2. Check the list of allowed addresses. If your current IP address is not on it, continue to the next step.
  3. Enter your current public IP address in the IP address or CIDR field.
  4. Select Add.
  5. Try your FTP login again.

DirectAdmin

If your DirectAdmin account has an FTP IP restriction, the setting is in the control panel. Check your welcome email or the client area for the exact menu name on your plan. If you cannot find it, contact support.

Removing all restrictions

If you are locked out and cannot update the list, remove all entries from the FTP Access Control list. Clearing every entry turns off the IP restriction, so FTP connections are allowed from any address. Then add your current IP address again.

Ask support to unblock your IP address

If Imunify360 has blocked your IP address after failed logins or suspicious requests, you cannot remove the block yourself on most plans. Support can add your IP address to the Imunify360 allowlist for you.

When you contact support, include:

  • Your current public IP address, from a "what is my IP" search.
  • The FTP client you use and the exact error message it shows.
  • The network you are on, such as home broadband, mobile data or a VPN.

Contact support through live chat on the website or a support ticket from the client area.

Check your FTP client settings

  • Username format: use the username and format from your welcome email or the client area. Some setups add a separator and the domain name after the username.
  • Passive mode: if you can log in but transfers or folder lists fail, turn passive mode on in your FTP client and try again.
  • Simultaneous transfers: if you open many transfers at once, your client may hit the connection limit per IP address. Reduce the number of connections in your client and try again.
  • Firewall, VPN or router: a firewall, VPN or router on your own network can block FTP. Try a different network or turn off the VPN to check.

Troubleshooting

  • Still blocked after adding your IP address: your public IP address may have changed. Check it again and add the new address.
  • Still blocked on a different network: each network has its own public IP address. Add each one you use, or ask support to check the block.
  • Blocked again soon after unblocking: repeated failed login attempts are likely, often from a saved password in an old app or from bot traffic. Update or remove saved passwords in your devices and apps.
  • Locked out of your own site after changing settings: log in with your hosting details through another route, then remove or correct the entry. If you cannot, contact support.

If you are still stuck, contact Hostking support through live chat on the website or a support ticket from the client area. Support is available by live chat 7 days a week, from 05:00 to 20:00 UTC.

Was this answer helpful? 0 Users Found This Useful (0 Votes)