NOTE you can only connect to your website using SFTP (Secure FTP). Standard FTP connections will be disallowed.
Credentials to use when logging in with an FTP client
When you use a third-party FTP client, you'll need to enter the login details to connect to the host server and update your live site.
Use the following syntax (replacing your site's name with my_domain_name.com and your email with [email protected]_domain_name.com) to log into your site via SFTP:
Username: my_domain_name.com/[email protected]_domain_name.com
Password: The same password you use to log into the Admin Console
FTP Mode: Passive
Note: If you are still unable to connect, verify that the network you are using does not have a firewall set up (such as a corporate office, a government agency, etc.) because this could also result in FTP connection issues. If you suspect that you are behind a firewall, try connecting outside the office, using a different network.