(For Rebel/Internic Customers Hosted on Plesk)

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🧩 What Is FTP?

FTP (File Transfer Protocol) allows customers to connect to their hosting server and upload, manage, or edit website files — like themes, images, plugins, or full sites.

Think of FTP like giving someone remote access to the folder where their website lives.

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💡 Why Is It Useful?

Many clients (especially developers or advanced users) use FTP to:

• Upload a WordPress installation or theme
• Replace files manually (like index.php)
• Back up or edit HTML files
• Troubleshoot plugin conflicts by disabling via folder rename

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⚙️ FTP and Hosting (Using firstday.ca Example)

If a domain like firstday.ca is hosted on Plesk, FTP access works like this:

Setting	Value
FTP Host	ftp.firstday.ca (or) firstday.ca
IP Address	35.182.184.239 (Plesk server)
Port	21 (standard FTP port)
FTP Client	✅ Recommended: FileZilla

✅ CNAME Record (DNS)
To use ftp.firstday.ca, DNS must include:

ftp.firstday.ca.    CNAME    firstday.ca.

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🔐 Recommended: Use Server Name in FileZilla

Rebel’s support documentation also recommends customers enter the server name directly into FileZilla, especially when DNS isn’t yet updated.

✅ For Plesk on firstday.ca, the server name is:

canada6.rebel.com

FileZilla Example:

Setting	Value
Host	canada6.rebel.com
Username	(FTP username from Plesk)
Password	(FTP password you set)
Port	21

💬 Let customers know:
“If ftp.yourdomain.ca isn’t working yet, just use the server name canada6.rebel.com in FileZilla — it connects you directly to the server.”

🧭 This bypasses DNS delays, and helps especially during site migrations or DNS propagation.

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🛠 How to Create or Reset FTP Users in Plesk

1. Go to Websites & Domains → FTP Access
2. Click Add an FTP Account
3. Enter:
   • Username (e.g., ftpuser)
   • Password (set or auto-generate)
   • Home Directory: Usually /httpdocs
4. Click OK

🔄 You can also reset existing users’ passwords the same way.

🟢 The default FTP user is created when hosting is set up.

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🔎 FTP Troubleshooting – Agent Checks

Issue	Possible Cause	Agent Action
Login fails	Wrong username or password	Reset password in Plesk
Can’t connect to FTP	DNS not pointing to Plesk IP	Try canada6.rebel.com as host
File list is empty	Wrong folder (not /httpdocs)	Check user’s Home Directory
Timeout / error in FileZilla	Network or firewall issue	Ask customer to try another network or use passive mode

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🧰 Tools You Can Use or Recommend

Tool	Use for
FileZilla	Recommended FTP client
DNSChecker.org	Check if ftp.domain.ca resolves
HostingChecker.com	See if domain points to Rebel server
Rebel Support Article	FileZilla connection guide

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✅ Agent Summary

• FTP = direct access to a website’s files
• Plesk lets agents create or reset FTP accounts
• DNS must resolve to server IP for ftp.domain.ca to work
• ✅ Always recommend FileZilla
• ✅ Suggest using canada6.rebel.com in FileZilla if DNS isn’t resolving
• Never ask agents to try logging in — only assist by guiding

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