Hi Elise,

The host name was provided to me by WP Engine (our server host).

Furthermore, I tested those credentials the first time and they worked fine on FileZilla.

Just to be safe, I tested those credentials again (just now) and they worked fine again on FileZilla.

NOTE: WP Engine said that if you get a message like this:

“The server’s host key is unknown. You have no guarantee that the server is the computer you think it is. Trust this host and carry on connecting?”

…that you should still proceed and it will work just fine.

So that is what I’ve done each time and it worked fine.

I’ve also edited our email templates several times using the same host on FileZilla and it worked fine for that as well..

I’ve included the same credentials that I provided to you last time in the private content below.

However, I’ve also included a screenshot showing that I successfully logged in on FileZilla using those credentials.

Are you able to try logging in on FileZilla?

And if you get a message saying: “The server’s host key is unknown…”,
did you still try to proceed?

Please give that a try and if it still doesn’t work for you, please tell me which SFTP program you are using and what message you are getting and I will contact WP Engine for assistance.

Thanks again for your help, and sorry for the headache.