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) are correct. Test the same details in an FTP client such as FileZilla.

• Ensure the hostname format is valid. It should be just the server address (for example ftp.example.com) without http:// or folder paths.

• If authentication fails even though your credentials look correct, confirm with your supplier that the login details have not changed.

• If the server cannot be reached, ask the supplier to confirm that your IP address is whitelisted and that no firewall rules are blocking the connection. Stock Sync connects from the static IP address 52.20.189.51, which must be allowed on the supplier's firewall.

• For feeds depending on specific files, ensure the file exists on the FTP server (including correct filename and date if required). Also verify that the directory and filename match exactly, as they are case‑sensitive.

Updated on: 16/07/2026