If Support requests FTP access to your Webhosting or WMS, provide it exclusively using this method.
After setting up access, inform Support.
In this article, you will learn:
- When to use this guide
- How to set up temporary FTP access for Customer Support
- Frequently asked questions
When to use this guide
- A Support team member has asked you for FTP access. You will find the procedure in the chapter Setting up temporary access.
- Your website is not working, shows an error (for example 404, 500 or “Not Found”) and you cannot find the cause. You will find the procedure in the chapter Setting up temporary access.
- You cannot log in to FTP with any account. You will find the solution in the chapter Frequently asked questions.
- You have set up the access and do not know how to notify Support. You will find the solution in the chapter Frequently asked questions.
- You need to fix the .htaccess file and have no access via FTP. You will find the solution in the chapter Frequently asked questions.
Setting up temporary access
To set up temporary FTP access for Support, follow these steps:
- Log in to Customer Administration ⧉.
- In the top menu, select Hosting services Webhosting (or WMS).
- Select the hosting service you want to make accessible to Support.
- In the header of the Webhosting FTP account list, click temporary access for WEDOS Support.
- On the next page, select how long access should remain active. We recommend at least 1 business day.
- Check the box I agree to the terms of use and click the button activate their access.
When the specified period ends, the system blocks the temporary Support account.
The system does not automatically notify Support when temporary FTP access is created. If you set it up at the request of a Support team member, let them know with an authorized request via the contact form.
Frequently asked questions
How long should I enable temporary access for?
A routine check, such as verifying FTP availability or checking files, usually takes no more than about 12 hours. More complex work, such as troubleshooting a CMS (WordPress and similar), may take longer. We generally recommend enabling temporary access at least until the end of the next business day and extending it if necessary.
I have set up temporary access for Support. How do I notify Support?
Send an authorized request via the contact form while logged in to the Customer Administration. Include the website name and a description of the problem. The system does not notify Support that access has been set up. You can find more about authorization in the article Administration – Request Authorization.
I cannot log in to FTP with any account. Will temporary access for Support help?
Yes, if no FTP account works, set up temporary access and notify Support. First, check that you are not logging in with an account listed as deleted. You can find other causes in the article FTP – Troubleshooting.
I need to restore the .htaccess file, but WebFTP does not work. Do I have to ask Support?
No, connect with a desktop FTP client, for example FileZilla, and restore the file following the article Webhosting – .htaccess File. If you insist on having us do the repair, set up temporary access and send a request via the contact form.