Error: FTP login incorrect
This error occurs when the website builder can't authenticate with the FTP account on your hosting account. The fix depends on your hosting panel — a couple of general causes can also be behind it. General causes The FTP service is not running on the server. To resolve this, enable FTP service on your hosting server. Your FTP server may accept only SSL connections. To resolve this, take the following steps: Navigate to licenses page.Expand the brand by clicking button "Manage".Switch to "Configuration" section on the left side.Locate option "Use secure FTP" and change it to "Yes".Save changes by clicking button "Apply" at the bottom of the dialog. Your FTP server may be using a custom port instead of the default port 21. To resolve this, take the following steps: Navigate to licenses page.Expand the brand by clicking button "Manage".Switch to "Configuration" section on the left side.Locate option "Custom FTP port" and change the port to the one that your FTP service uses.Save changes by clicking button "Apply" at the bottom of the dialog. cPanel Method 1 — if the error appears when opening the website builder from WHMCS or WHM while logged in as admin: Log in to the cPanel server via SSH.Delete the file /home/[user]/.spbldr_localStorage (this file is created by the website builder plugin).If deleting it through the cPanel File Manager, first enable "Show hidden files (dotfiles)" in Settings (top right corner), since dotfiles aren't shown by default.Delete any FTP accounts with usernames in the format "a1b2c3d4@domain.com" (these are created by the website builder plugin).Open the website builder again from WHMCS or WHM and publish the site to confirm the issue is resolved. Method 2 — if the error appears when opening the website builder from the customer's own cPanel account: Log in to WHM.Find the affected customer on the "List accounts" page.Change the customer's password (you can reset it to the same password as before).Open the website builder from the customer's cPanel account again and republish the site to check if this solved the problem. ISPmanager Try deleting the FTP account(s) of the affected user that have a username in the format s[8-digit-hash] (e.g., "s1a2b3c4d"). These are created automatically by the website builder plugin.Open the builder from ISPmanager again and republish the site to check whether the problem is resolved.
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Error: FTP login incorrect

This error occurs when the website builder can't authenticate with the FTP account on your hosting account. The fix depends on your hosting panel — a couple of general causes can also be behind it.

General causes

  • The FTP service is not running on the server.
    To resolve this, enable FTP service on your hosting server.
  • Your FTP server may accept only SSL connections.
    To resolve this, take the following steps:
    1. Navigate to licenses page.
    2. Expand the brand by clicking button "Manage".
    3. Switch to "Configuration" section on the left side.
    4. Locate option "Use secure FTP" and change it to "Yes".
    5. Save changes by clicking button "Apply" at the bottom of the dialog.
  • Your FTP server may be using a custom port instead of the default port 21.
    To resolve this, take the following steps:
    1. Navigate to licenses page.
    2. Expand the brand by clicking button "Manage".
    3. Switch to "Configuration" section on the left side.
    4. Locate option "Custom FTP port" and change the port to the one that your FTP service uses.
    5. Save changes by clicking button "Apply" at the bottom of the dialog.

cPanel

Method 1 — if the error appears when opening the website builder from WHMCS or WHM while logged in as admin:

  1. Log in to the cPanel server via SSH.
  2. Delete the file /home/[user]/.spbldr_localStorage (this file is created by the website builder plugin).
  3. If deleting it through the cPanel File Manager, first enable "Show hidden files (dotfiles)" in Settings (top right corner), since dotfiles aren't shown by default.
  4. Delete any FTP accounts with usernames in the format "a1b2c3d4@domain.com" (these are created by the website builder plugin).
  5. Open the website builder again from WHMCS or WHM and publish the site to confirm the issue is resolved.

Method 2 — if the error appears when opening the website builder from the customer's own cPanel account:

  1. Log in to WHM.
  2. Find the affected customer on the "List accounts" page.
  3. Change the customer's password (you can reset it to the same password as before).
  4. Open the website builder from the customer's cPanel account again and republish the site to check if this solved the problem.

ISPmanager

  1. Try deleting the FTP account(s) of the affected user that have a username in the format s[8-digit-hash] (e.g., "s1a2b3c4d"). These are created automatically by the website builder plugin.
  2. Open the builder from ISPmanager again and republish the site to check whether the problem is resolved.