Re: FTP connected but unable to transfer files
I'm just curious, were you both trying to use FTP or SFTP? Reason I ask is because FTP isn't enabled on Managed WordPress Hosting plans (which I assume you're both using). That would also explain why @Anonymous</a> wouldn't be able to find FTP protocols enabled on the server.
If you are actually using Managed WordPress, try the help article I linked above to connect to your sites. If there's still an issue moving files over, then the previous suggestion to contact support would be the best route to go so our hosting team can assist further.
24/7 support available at x.co/247support