With open source platforms such as WooCommerce, Magento, and others, in most cases, SiteKit team needs the FTP access to debug the issues.
1. What is FTP?
FTP or File Transfer Protocol is an internet protocol used to transfer files across the internet from one computer to another.
2. Why do we need to access your FTP?
For security reason, your shop admin account won't show error log. In order to see these log from your website, we need access to the file system. FTP is a way that we can access your file system.
3. How do we get the access?
Your FTP / SFTP / SSH access is an account that can access your server file system.
If you don't know this, please contact your server admin or hosting provider or any technical person in your team.
4. Is this safe?
We take the security of our merchants as the top priority, we will only see debug log fix issues if needed, it generally takes a few hours to a few days. After that, you can change all passwords to ensure we no longer have the access to your site.
Don't hesitate to contact us at firstname.lastname@example.org if you need our assistance.