Marketing Cloud Engagement | Enhanced FTP Site (SFTP) FAQ

Q. Can I import/export files directly to/from an external storage service?
A. Yes. This is possible by defining your storage in Setup > Data Management > File Locations. However, you must configure the correct path and credentials. We recommend first verifying that you can connect successfully (e.g., using a local client) before configuring the File Location.

Q. Can I manipulate files on the Enhanced FTP site using Automation Studio activities, SSJS, or APIs (e.g., move, delete, rename)?
A. No, MCE does not provide functions to move, delete, or rename files on the Enhanced FTP site. If these operations are required, you must perform them using a script on your own SFTP client.

Q. The 21-day file retention policy has passed, but my files haven't been deleted. When does deletion occur?
A. Files are deleted sequentially after the 21-day retention period expires. This process does not run on a strict, fixed schedule (e.g., at a specific time of day). Therefore, there may be a time lag before deletion. If you require file deletion on a strict schedule, you must delete the files from your SFTP client.

Q. Can the 21-day file retention policy be changed?
A. No, this retention period cannot be changed.

Q. I set up a File Trigger Automation. My automation (Data Extract + File Transfer) places a file in the trigger folder, but the automation doesn't start. Why?
A. A File Trigger Automation will not start if a File Transfer Activity within the same MID places the file. A File Trigger only activates when a file is uploaded to the Enhanced FTP site from an external source. (Note: An "external source" does include an SFTP connection from a File Transfer Activity originating in a child Business Unit.)

Q. Is there a way to create more than 10 FTP users?
A. No, 10 users is the maximum limit. This limit cannot be increased, even by submitting a support case.

Q. Is there a maximum file size limit for the Enhanced FTP site?
A. There are no defined system limits for individual file sizes or the total account file size. However, performance issues or intermittent errors (e.g., during file uploads or import activities) are more likely to occur with very large files (several GB) or an extremely high number of files in a single folder. For stable operation, we recommend using incremental (delta) files, transferring only necessary data, and deleting unnecessary files.

Q. I am seeing errors like "IO Exception" or "Connection reset," or experiencing slow transfer speeds. Can you investigate?
A. Because the Enhanced FTP site is an internet-based service, connectivity and transfer speeds are highly dependent on your network quality (bandwidth, latency, packet loss, etc.). Most of these issues are caused by network quality. Unless the problem is sustained and repeats continuously over a period of time, it is rarely a sign of a service-side disruption. We recommend implementing a retry mechanism to recover (reconnect, re-transfer).

• See also: https://help.salesforce.com/s/articleView?language=en_US&id=005226683&type=1

Q. A file transfer was interrupted, and it incorrectly triggered my File Drop Automation.
A. This occurs when your SFTP client generates a temporary file (e.g., filename.csv.part) during an interrupted transfer, and that temporary file's name matches the trigger pattern of your automation. Marketing Cloud has no feature to suppress this behavior. The generation of temp files is a setting on your SFTP client. Please check if you can configure your client not to generate these temporary files.

Q. Can I create new, custom folders in the root directory?
A. No, you cannot create new folders in the root directory.

Q. What methods are available to enhance security?
A. You can restrict access using an IP Address Allowlist or SSH Key Authentication for each FTP user. These are configured in Setup > Data Management > FTP Accounts.

*See documentation:

• IP Allow List : https://help.salesforce.com/s/articleView?id=000391865&type=1
• SSH Keys : https://help.salesforce.com/s/articleView?id=mktg.mc_overview_key_create_ssh_for_ftp.htm&type=5

Troubleshooting Tip: If you have trouble on the initial connection, temporarily remove these restrictions to isolate the problem.

• If it still fails, review your own firewall/network settings.

• If it connects after removal, double-check your SFTP client's public IP address or verify your SSH key pair.

Q. I need the IP addresses for outbound communication from the Enhanced FTP site (MCE → External Service). 
A. These are the IPs listed in the this documentation, under the "Outbound Communications as part of Marketing Cloud Engagement" section 

Q. I need the IP addresses for the Enhanced FTP site (External Service → MCE) to allowlist inbound traffic on my firewall. 
A. Add the IPs from the this documentation, under the "IP Addresses for FTP Integration" section. Alternatively, resolve the IP address associated with your specific SFTP hostname and add that.

Note: While infrequent, the IP addresses associated with the hostnames can change. We recommend periodically reviewing the "IP Addresses for Inclusion on Allowlists" article for updates.

Q. Can the SFTP port be changed from 22? 
A. No, the port number cannot be changed. The MCE Enhanced FTP site only accepts connections via the SFTP protocol (port 22). It does not accept connections via standard FTP (ports 20/21). However, MCE can connect outbound (MCE → External Service) using the standard FTP protocol (e.g., in a File Transfer Activity).