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Some Volusion users may experience some difficulty in connecting to their Volusion FTP account using their preferred FTP client or browser. This article will provide some information in troubleshooting problems Volusion users may encounter when attempting to connect to their store via FTP:

Lost FTP Username or Password:

If you have lost or do not have the FTP username or password for your Volusion store, it can be obtained by logging into your account at my.volusion.com.

Note: for information on how to set up your Volusion store's FTP account or how to connect to your account with FTP software, please see these articles on FTP Account Setup and FTP Account Usage.

• From within the my.volusion.com account, click on the FTP link under the My Store heading in the left-hand navigational menu.
• Select the domain name for the store you are attempting to connect to.
• The username for the account will be visible within the account settings.
• Click on the View link to view the account's password.
• Be sure to log out of my.volusion.com when you are finished.

If you have not already created an FTP account in my.volusion.com, you can find instructions on doing so in this article.

Error Connecting to FTP Account:

If you are encountering an error when attempting to log into an FTP account for your Volusion store and have confirmed that your username and password are correct, there may be an issue with the way your FTP program or browser is configured.

First, make sure that your FTP program is configured to use port 21. This is the TCP port that your FTP program should use to connect to your store's FTP server with. Configuring this setting differs from one FTP program to another. In the popular Filezilla program, you can set the port number near the top of the program window:

Additionally, if you are encountering issues connecting to your FTP account, make sure your FTP program is set to use a feature called "passive mode". Again, this setting's location differs from one FTP program to another.

Can Connect to FTP but Can't Upload Files:

If connecting to and downloading from your FTP server is appear nominal but you are unable to upload files, it is possible the permissions for the FTP account are set to read-only. To fix this, do the following:

• Log into your account at my.volusion.com and under the My Store heading, click FTP.
• Select the store name from the Choose Domain drop-down list.
• Click on the Edit button to edit the FTP account.
• Make sure the Read and Write options are checked and click the Save button.
• Your FTP account should now allow files to be uploaded and downloaded.
• Be sure to log out of your my.volusion.com account when finished.

Issues After Upgrading to V5:

If you have recent upgraded your Volusion store to V5, you may encounter FTP account access issues (once logged into the FTP account you will see a directory named 'TSCLIENT'). If this is the case, you will need to log into your account at my.volusion.com and recreate your FTP account using the steps outlined in this article. Note, in this case you will need to create an FTP account with a brand new user name.

Other Issues:

Note that for Volusion V5 users, the highest level of access you will have to your Volusion store via FTP is from the /v directory. The root directory for the Volusion store server is not accessible in Volusion V5.

If you are having issues connecting to your Volusion FTP account beyond the scope of this article, you may be experiencing issues related to your local network or ISP. One way of testing this is to attempt to log into any other non-Volusion FTP account using your preferred FTP software. If you are experiencing issues with this, it is recommended that you contact your internet service provider or a local network technician for further assistance.