Can't connect to my FTP

Hi I’m a new user so my domain isn’t set up yet, but I recieved an email giving me the info to login directly to the host. When I try to do so, it accepts the login and password and then immediately breaks the connection, saying “~ Could not login to”. There’s no error or anything, it just doesn’t let me connect.

I started a new user account and it gives me the same message. I’m using LFTP but I have also tried on WSFTP and both will not let me connect.