---
title: I can’t connect via FTP, what can I do?
description: "There are a few common reasons why you may not be able to connect successfully via FTP. **1. Make sure you're using the correct hostname** If you’ve not switched the nameservers to point to computancy, you’ll need to use a…"
url: "https://computancy.co.uk/kb/i-cant-connect-via-ftp-what-can-i-do/"
updated: "2024-02-01"
category: Web Hosting / FTP
---

# I can’t connect via FTP, what can I do?

There are a few common reasons why you may not be able to connect successfully via FTP.

**1. Make sure you're using the correct hostname**

If you’ve not switched the nameservers to point to computancy, you’ll need to use a different hostname to connect via FTP:

For Linux and Windows, you can use: 

- ftp.yourdomain.com.uk
- For WordPress you can use: wordpressftp.yourdomain.com

**2. Make sure you have the FTP DNS record**

If you’ve made any DNS changes you need to make sure that you have a CNAME from: 

 **ftp.yourdomain.com** -> CNAME ->

ftp.computancy.uk(or wordpressftp.yourdomain.com on the WordPress platform).

Without this CNAME you won’t be able to connect using ftp.yourdomain.com.

Please note DNS changes can take roughly 1 hour to propagate.

**3. Make sure FTP is unlocked**

At computancy we utilise an FTP lock system to ensure FTP can only be accessed when required which greatly reduces the risk of compromise to a hosting package. You'll need to make sure this is unlocked to connect via FTP, to do this: 

- Login to [https://clients.computancy.uk](https://clients.computancy.uk)
- Select the hosting package you want to unlock FTP for from **Manage Hosting**
- You can then select to unlock FTP by time, or by a specific IP address.

When FTP has been unlocked you'll be shown the time the unlock expires and the option to lock it again.

**4. Use the correct password**

Make sure you are using the correct password! You’ll need to use the password that is located within the **FTP Details** section of the package.