If you are experiencing trouble trying to connect to your website using SFTP, we have found that the following troubleshooting steps are helpful. In almost all cases one of these actions will help resolve the problem.
Verify that you are using the correct SFTP login details. Please note that this login is different from your MPCP login and from your WordPress login. You can find the SFTP details under the “Users/SFTP” tab:
If you are using the correct SFTP login details as illustrated above, the next step is to try resetting your password by pressing on the “Reset Password” link. Make sure that you copy/paste it exactly as provided.
If the new password still does not get you through, then the next step is to restart your SFTP program. Don’t just close the connection window – completely shut down and restart the program.
If, for some reason, the above steps do not work for you double check that you are connecting to the server with an SFTP connection. For example, FileZilla has a Quick Connect bar that looks like this:
That Quick Connect bar makes connections via FTP by default. You will need to enter 22 into the Port field to try to connect via SFTP. However, if that does not work, you can establish an SFTP connection by clicking on “File –> Site Manager” and then you can create a new SFTP connection from there:
If you find that you still need assistance, feel free to contact our support team at firstname.lastname@example.org! They will be more than happy to help.