Managing SFTP Access: Requesting Password Resets and User Changes

Thelma R 03 Aug, 2026 Jolt Control Panel, Access, Advanced techniques, Security

SFTP (Secure File Transfer Protocol) allows you and your developers to securely upload and edit files on your server. Because SFTP operates directly at the server level, managing users and passwords works a little differently than standard cPanel or website logins.

This guide explains how SFTP user management works, why certain operations require support assistance, and how to submit a request for quick processing.

💡 Key Things to Know Before Submitting a Request

1. Why SFTP passwords cannot be “retrieved” or reminded

For strict security reasons, we do not store plain-text passwords and cannot “look up” or remind you of an existing password. If forgotten, an SFTP password must be reset to a new one.

2. Why SFTP changes require support engineer intervention

Unlike basic FTP users created in cPanel, custom SFTP users and SSH/SFTP permission adjustments are server-side system operations. To protect server integrity and security, these must be configured directly by an engineer.

How to Request an SFTP Change or Password Reset

To ensure an engineer can process your request quickly without back-and-forth emails, please open a support ticket at my.cloudabove.com with the following details:

1. Domain Name / Account Identifier: (Crucial! Specifying yourdomain.com ensures we locate the correct server and account immediately).
2. Type of Request:
   • New SFTP user creation
   • Existing user password reset
   • Permission / directory access update
3. Username: The exact SFTP username
4. Home Directory / Path: The specific folder the user should access.
5. Permission Level: Full read/write access or restricted access.

🛡️ Security Best Practices for SFTP Access

• Never share main account credentials: If hiring a developer or third-party contractor, request a dedicated SFTP user restricted only to the specific project folder they need.
• Use Secure Password Transfer: Never send plain-text passwords in unencrypted ticket replies if you can avoid it—our team will safely send temporary credentials via secure password links.