Hi,
I try to help you, so it's necessary to sedn by mail, joined with this anwser, the access code ftp (ftp host ip or name, user, and password.
Specify the name of your host, it is also important to have the settings that he has communicated to you for access, the admin and also the settings necessary for sending from an email address.
You can attach in the sending of your message, the documents transmitted by your host
Best regards
Linuxmr