1. your firewall could be blocking it.
2. our server firewall could be blocking it so submit a ticket to support@hostplay.com regard this issue.
3. make sure you have the ip in your welcome email for host name. (only the numbers don't add ftp, www or anything else.)
4. make sure your username and password match what is in your welcome email.
5. some ftp programs require a path in order to connect. Your path would be /home/putYOURusernamehere/public_html
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