SFTP will not connect

If FileZilla, WinSCP, Cyberduck or the sftp command cannot connect or cannot upload, the cause is almost always one of the settings below. Go through them in order.

Before you start#

Open Files (SFTP) in the panel. Under Connection you see the values to use, for example:

Setting	Value
Protocol	SFTP
Host	`sftp.finitehost.com`
Port	`2222`
User	your subscription id, for example `t3d2ca2b860`
Password	made with Create SFTP password (shown once)

Connection checklist#

Use SFTP, not FTP or FTPS. In FileZilla choose SFTP - SSH File Transfer Protocol; in WinSCP choose SFTP. Plain FTP is not offered.
Use port 2222, not 22. Port 22 is not for customers and will refuse or time out.
Use the subscription id as the user name, exactly as shown (for example t3d2ca2b860), not your email address.
Make sure a password exists. If Connection shows Password not set, press Create SFTP password and copy it.
Wait a minute after a new password or key. It reaches the file server within about a minute.
Use the newest password. New SFTP password replaces the old one at once; update it in your SFTP app.
Check the plan is active. SFTP works while the plan is active or in its grace period, and stops while it is suspended. See Renewals and expiry.

"Host key" or "unknown server" warning#

The first time you connect, your app asks whether to trust the server's key. This is normal: check the host is sftp.finitehost.com port 2222 and accept it. If you see this warning again later for the same host, stop and write to support@finitehost.com before accepting.

Too many failed attempts#

After 6 failed sign-ins within 10 minutes, your IP address is blocked for 1 hour. A wrong password saved in your app, retried automatically, can trigger this. Fix the password in the app, then wait an hour, or connect from another network (for example your phone's hotspot). If you are still blocked, email support@finitehost.com with your IP address.

Connection times out#

Office, college or hotel networks often block unusual ports such as 2222. Try from another network. If that works, ask your network admin to allow outgoing port 2222.
Antivirus or firewall software on your computer may block the SFTP app. Allow it.

"Permission denied" when uploading#

You connected, but cannot create files where you are.

You start in /sites. The top folder / is read-only on purpose. You can write inside /sites/<domain>/public (your websites), /apps/<name> (Python apps) and /tmp.
A website's folder appears a minute or so after you add the website in the panel.
If storage is full, uploads fail too. Check Resource usage.

SSH key problems#

"Paste a public key that starts with ssh-ed25519, ssh-rsa or ecdsa-sha2": you pasted the private key, or only part of the line. Paste the whole content of the .pub file, one line.
The key is refused: wait a minute after adding it; check your app uses the matching private key (in FileZilla: Settings → SFTP → Add key file; in WinSCP: Advanced → SSH → Authentication). WinSCP needs the key in .ppk format, which it can convert for you.
You can add up to 10 keys. See SSH keys for SFTP.