Troubleshoot cPanel, SSH and SFTP login problems Print

Quick answer

Start by identifying which login is failing: the Interactive Online Client Area, cPanel, SSH/SFTP or WordPress. They do not necessarily use the same username or password.

Client Area or cPanel

• Use the Client Area for customer-account access. For cPanel, open Services > My Services, select the hosting service and choose Log in to cPanel.
• Check that you selected the correct client account and an active hosting service.
• If using the direct cPanel URL, use its HTTPS address on port 2083 and your cPanel credentials.
• A failed single sign-on does not prove that your cPanel password is wrong. Record the exact error instead of repeatedly resetting unrelated passwords.

SSH or SFTP

• Timeout or connection refused: check the assigned host and port. cPanel12 uses 12347; cPanel25 uses 12348. Your network or an account/server restriction can also affect connectivity.
• Permission denied: check the cPanel username, selected key and public-key authorization. SSH/SFTP must be enabled for that account. SSH availability on existing plans can differ; check your service or ask support.
• Protocol mismatch: select SFTP for the SSH ports above. Interactive Online FTP access is retired. Use SFTP over SSH with the eligible cPanel username and authorized key; a legacy FTP-only login or FTPS choice will not connect to that service.
• Host-key warning: stop and verify the fingerprint through a trusted channel. Do not disable host-key checking or remove a saved key merely to suppress the warning.
• Files missing: confirm the domain's document root and the account you opened before uploading or deleting anything.

What to send support

Include the affected domain/service, server hostname, application, selected protocol and port, exact error, time of the attempt and any recent change. A screenshot with sensitive details removed can help. Do not include passwords, private keys, verification codes or full customer-data files. Open a support request.

Related help

• Fix Permission denied (publickey) when connecting an AI coding tool
• Troubleshoot SSH timeouts and connection refusals
• How to log in to cPanel from your Interactive Online account
• Send a website support request with useful troubleshooting details

Related documentation

• WHMCS: service single sign-on
• cPanel: secure account login
• OpenSSH: SSH command reference
• cPanel: SFTP connection settings

Updated October 30, 2026.

Symptom guidance and related-help review: November 1, 2026.