Issue connecting via ftp (even with 2fa turned off)

[JohnG2019]

Hi.

Trying to connect via ftp (correct credentials).

I have been on HS support and they advise i post in dev forum.

We have had 2fa turned on (so it wouldnt work as expected), but it was suggested that if 2fa was toggled off ftp should work.

I've done this but still not been able to connect.

Can someone advise / HS dev team contact me to see if possible to connect.

We need ftp access to streamline our process working with internal devs.

[IsaacTakushi]

Hi, @JohnG2019.

Sincere apologies for the delayed response.

I found the tickets you opened with my support colleagues Nick and Tara.

I don't think it's appropriate to discuss the details of your case in this public forum, so I will work with them internally to get to the bottom of this issue. Since your original ticket is with Nick, I'll ask him to reach back out through that ticket (#2828138).

[IsaacTakushi · Accepted solution]

To close the loop, @JohnG2019 and I corresponded in a support ticket and found that two-factor authentication was not fully disabled for the authenticating user.

Per the note at the top of this documentation:

FTP is not available for users with two-factor authentication (2FA) or single sign-on (SSO) enabled.

Once two-factor authentication was removed in Profile & Preferences > Security, John was able to connect via FTP.