If you are having trouble connecting to your server with an FTP or SFTP client, work through the following checks.
Common Causes and Fixes
Incorrect Credentials
Double-check your hostname, port, username, and password. For Pterodactyl game servers, SFTP credentials are found on the Settings page of your server in the panel. For web hosting, FTP details are in your control panel or welcome email. Passwords are case-sensitive.
Wrong Port or Protocol
Make sure you are using the correct port. SFTP for Pterodactyl uses the port shown in the panel (not the standard port 22). Web hosting FTP typically uses port 21 (FTP) or port 22 (SFTP). Ensure your client is set to the correct protocol - FTP, SFTP, and FTPS are all different.
Firewall Blocking the Connection
A firewall on your local network, your ISP, or the server itself may be blocking FTP/SFTP traffic. Try connecting from a different network to rule out local restrictions. If you manage the server’s firewall (VPS/Dedicated), ensure the relevant port is open.
Passive Mode Issues (FTP)
If your FTP connection is established but you cannot list directories or transfer files, try switching between Active and Passive mode in your FTP client settings. Passive mode is usually the better option when connecting through a NAT or firewall.
Connection Timeout
If the connection simply times out, verify the server is online and the IP/hostname is correct. Try pinging the server to confirm network connectivity. If the server is reachable by ping but FTP/SFTP is not connecting, the issue is likely a firewall or service configuration problem.
Tip: When contacting support about FTP issues, include the exact error message from your FTP client, the hostname/IP, port, and protocol you are using. This helps us diagnose the problem much faster.