What steps should I take if my FTP connection is failing?

If your FTP connection fails, check these key points:

• Make sure your plan supports FTP access. If your account has moved to the Free plan, the Update Feed and FTP connections are disabled until you upgrade.

• Verify that the FTP credentials (host, username, password, port, and encryption/protocol) are correct. Test the same details in an FTP client such as FileZilla. Use the exact hostname required by the supplier; in some cases, ftp.example.com works while example.com does not. For plain FTP, the default port is usually 21.

• Ensure that the hostname contains only the server address, without http://, https://, or folder paths.

• If FileZilla can connect locally but Stock Sync cannot, ask the supplier or hosting provider to verify that the FTP account is active and accessible from external servers. They should also check their firewall and whitelist Stock Sync’s static IP address, 52.20.189.51, on the required port. If the connection times out even after whitelisting, ask them to review server logs and security settings.

• If authentication fails even though your credentials look correct, confirm with your supplier that the username and password are active and have not changed. If the credentials work in FileZilla but not in Stock Sync, recheck the selected protocol (FTP, FTPS, or SFTP), port, encryption, and host.

• For feeds depending on specific files, ensure the file exists on the FTP server. Verify that the directory path and filename match exactly, including capitalization. A successful connection can still show no files or no matches when the path, filename, or expected sample data is incorrect.

• After correcting the settings, use the Test Connection button in Step 1 and run the feed again. If the connection succeeds but no products update, provide a sample SKU or barcode for matching checks and verify that the supplier file contains the required fields, such as a product title/name.

Updated on: 27/07/2026