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Hello,
If you are still having issues please contact Nitrado Support to further investigate. If you already have please continue to be patient We are unable to assist you here in the forums.
Moderators have no access to servers or accounts. We are volunteers and able to share experiences just like the rest as this is a Community Support Forum for Gamers and Admins just like you and I.
Link: NITRADO
hello 
have you checked these wiki articles ?
they may work for you
3.how_to_use_your_server's_ftp
6.how_to_create_a_local_backup_of_your_gameserver
7.how_to_restore_a_local_backup_of_your_gameserver
if you still have problems, as mentioned above I recommend you contact the support team.
