Re: FTP connected but unable to transfer files
Support will be able to access your site, take a look at your settings and probably see or advise what's wrong. I can only run a few check, which I did to see if your ftp service is active. I saw it wasn't. Ftp also needs to be set up server side as well as client side.
Support are the only guys here who can help, unless you gave account access to a pro member here.