I can't connect to SFTP/SSH — why the error? — Control Panel

Q: My username format seems wrong — what should it be?

Copy it exactly from the Settings tab; the SFTP username is specific and not just your email.

SFTP/SSH connection errors usually come down to one of three things: the wrong protocol, the wrong credentials, or the wrong host/port. The exact error message often tells you which one it is.

Why this happens

If your client is set to plain FTP instead of SFTP, or you've entered the wrong host, port, or username, the connection will fail. A blocked port on your network, or 2FA getting in the way of password auth, can also stop it.

How to fix it

Confirm the client is set to SFTP, using the exact host and port from Settings.
Use the SFTP username from the panel (not just your email) and your panel password.
Check your network/ISP isn't blocking the SFTP port — try another network or a VPN.
If you've enabled 2FA, use an SSH key rather than password auth.

Tip: "Connection refused" or a timeout is often a blocked port on your network; "authentication failed" means a wrong username or password.

Frequently asked questions

My username format seems wrong — what should it be? Copy it exactly from the Settings tab; the SFTP username is specific and not just your email.

I'm behind a strict firewall — how do I confirm that's the issue? Try a different network. If it connects there, your original network is blocking the port.