Keep on getting an error as "Authentication failed. Please check your login and password."

What to do when there's an error as "Authentication failed. Please check your login and password."

Reason

• The username or password provided to connect the source is incorrect, or the FTP account may be inactive or inaccessible from external servers.

Solution

• Confirm the username and password with the supplier or hosting provider. Stock Sync cannot retrieve or reset supplier credentials.
• In the Feed Settings authorization section, enter the confirmed credentials exactly and run Test Connection in Step 1: Feed manager. Open the feed details page, select Edit settings, then go to Step 1.
• Test the same host, username, password, port, and protocol in an FTP client such as FileZilla. If the test also fails, ask the supplier to verify that the account is active and accessible externally.
• If the credentials work in FileZilla or the source can be downloaded directly but not in Stock Sync, recheck the selected protocol (FTP, FTPS, or SFTP), port, encryption, and host. Ensure the hostname contains only the server address, without http://, https://, or folder paths.
• If the server requires whitelisting, confirm that Stock Sync’s static IP (52.20.189.51) has been added.
• For API feeds, verify that the configured connection method matches the supplier’s API. A feed configured as Download URL may need to use the REST API method instead; request the API documentation, URL, and authorization details from the supplier if needed.
• After correcting the settings, test the connection again and run the feed. For feeds that connect but cannot retrieve a file, verify that the directory path and filename match exactly, including capitalization.
• If the credentials and connection test are correct but scheduled processing still fails, check the processing logs and ask the supplier whether the endpoint is behind a CAPTCHA or requires Stock Sync’s IP to be whitelisted.

Updated on: 10/08/2026