Quick answer
Interactive Online no longer provides FTP access. Plain FTP does not encrypt the connection. Use SFTP (SSH File Transfer Protocol) on an eligible SSH-enabled hosting account. The additional FTP accounts shown in this older video cannot sign in to SFTP.
Use SFTP for file access
- Open the correct hosting service in your Client Area. Confirm its assigned server, SSH port, cPanel username and SSH/SFTP entitlement. Use the current connection details or ask support when the assigned values are unclear.
- Generate a named key on your own computer and import and authorize only its public key in cPanel. Keep the private key and its passphrase on your computer.
- In your file-transfer client, select SFTP, enter the assigned host and SSH port, and use the authorized cPanel account identity and local private key. In FileZilla, follow Site Manager key-file setup. Do not select FTP or FTPS for this SSH/SFTP workflow.
- Verify the server fingerprint through trusted support/account information, then confirm the intended domain's document root before transferring reviewed files.
Separate keys do not create folder-only accounts
An SFTP login follows the cPanel account's file permissions. Adding another SSH key does not automatically restrict its holder to one website or directory. Before granting a contractor access, ask support about a supported limited-access option for the required task. A saved client folder or SSH alias does not impose a server-side restriction.
Check the result
Confirm that the client reports an SFTP connection to the intended account and that its remote folder matches the domain's document root. Before a live replacement, preserve the existing files and verify any controlled transfer. Do not create an FTP subaccount as a connection workaround.
Troubleshooting and support
For an old FTP login, replace the saved connection with the approved SFTP account and protocol. For a refusal, timeout or key error, compare the assigned endpoint, port, username and authorized public-key fingerprint. If SSH/SFTP is unavailable on the service, ask support about the supported editing or upload method.
Contact support from the owning account with the domain, client name, time/time zone, exact error and redacted connection settings. Keep passwords, private keys, passphrases and session URLs out of the ticket.
Video tutorial
The preserved video demonstrates a retired FTP-account workflow. Follow the current SFTP guidance above for Interactive Online hosting.
Related help
- SFTP connection settings and assigned ports
- Generate a named key on your computer
- Import and authorize the public key
- Confirm the correct domain document root
- Options when the account has no SSH access
Official references
FTP retirement and SFTP replacement guidance reviewed November 1, 2026. The historical title, URL and video are retained for existing links and searches.
