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Troubleshoot WP Premium Support setup

Several issues can prevent the successful setup of the WP Premium Support dashboard. These errors can occur during the initial setup of the product, or when adding another WordPress site to the dashboard.

FTP Settings Error

If the FTP settings you enter result in an error, then use the following steps to determine the cause.

  1. Re-enter the Host address, the FTP username, and password to confirm you are using the correct information
  2. If you receive the same error, then access the hosting control panel to confirm you are using the correct username (Web & Classic / cPanel / Plesk / Managed WordPress)
  3. If you are using the correct username, then reset or confirm your FTP password (Web & Classic / cPanel / Plesk / Managed WordPress)
  4. If an error occurs again, then change the Host address setting to your hosting IP Address, instead of the domain (Web & Classic / cPanel / Plesk / Managed WordPress)

    This step is necessary for any sites using the Wesite Security Firewall feature.

  5. Test the connection using an FTP client
  6. Click Activate
  7. If activation fails again check the "Store my FTP credentials but bypass verification for now" box.

    Skipping the FTP settings for WordPress sites hosted with a third-party may prevent the WP Premium Support team from completing certain tasks.

  8. Click the Activate or Add Site button again to complete the setup.

WordPress Settings Error

Use the following steps if activation fails because the WordPress credentials are not accepted.

  1. Re-enter the WordPress admin username and password to confirm you are using the correct information
  2. If you still receive an error, then confirm you are using the correct username
  3. Next reset your WordPress password
  4. Click Activate
  5. If the setup still fails because your site is down, check the "Store my WP Admin credentials but bypass verification for now" box.

    If you cannot confirm or reset your login info, and are requesting we fix your login issue, then enter the username and password you would like after checking the box.

  6. Click the Activate or Add Site button again to complete the setup.


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