1. Ensure that you are using the correct username. Your username should reflect your hosting account's membername assigned to you by Netfirms. Refer to your Welcome Letter for your membername.
2. Ensure you are using the correct password. If you don't remember your password, visit Password Recovery and request your password to be emailed to you. The password will be emailed to the email address we have on file for your hosting account.
3. Ensure you are connecting to the correct hostname or server. Your Netfirms Welcome Letter will indicate that you should connect to either (where membername is your Netfirms membername and yourdomain.com is your registered domain name hosted at Netfirms):

membername.netfirms.com

OR

yourdomain.com

4. Ensure that if you are behind a firewall or proxy server that your firewall or proxy server is not blocking FTP on port 21. For information about disabling firewalls, click here.

IMPORTANT: If you have a dedicated IP for your website, you will be able to ftp to your web account only by membername.netfirms.com (where membername is the Netfirms member name assigned to your account as indicated in your Netfirms Welcome Letter). FTP via the IP or the domain name is not currently supported for accounts associated with a dedicated IP.

NOTE: If you are running an antivirus or firewall program, we recommend that you disable them for troubleshooting purposes (click here for instructions on how to disable firewalls). If you are behind a network router, we suggest that you contact your network administrator to confirm that the router's firewall is configured for FTP services. We also suggest that you set your FTP client to passive mode, this can be done within the programs preferences or options.

5. Ensure that your domain status is ACTIVE. To check your domain status, you may do a whois lookup on your domain at http://www.allwhois.com.

NOTE: If your domain is expired, on REGISTRAR-HOLD, CLIENT-HOLD, or in REDEMPTION PERIOD status, then you will not be able to connect to your ftp account using your domain name.

6. Ensure that your domain is pointing to the Netfirms nameservers. You may do a whois lookup on your domain at http://www.allwhois.com to verify this. If your domain is not pointing to the Netfirms nameservers, we suggest that you contact your domain registrar for specific instructions on how to update the nameservers for your domain so that they point to the following Netfirms nameservers:

ns1.netfirms.com
ns2.netfirms.com

NOTE: Updating your nameservers will require the standard 24-72 hours to allow for full propagation of the nameserver changes.

Once the full propagation of your domain has completed, access to your FTP account via your domain name will be fully functional.

7. Ensure that your hosting account has renewed or is fully paid. To verify this, login to the Netfirms Members Control Panel and access the Billing section.

Click here to watch a Filezilla Demo: Filezilla Demo

Click here to watch a WS-FTP Demo: WS-FTP Demo

Click here to watch a LeapFTP Demo: LeapFTP Demo