This guide will provide you information on how to share system access with the support team for migration issues.

Note: If you’d rather not share access details at all, our White Glove Migration Service lets our team handle the entire migration for you, see our guide on how it works for details.

If you’re facing issues with importing a backup, please follow these steps to provide the necessary system access details:

1. Prepare the Backup Archive File URL

Follow these steps to get the backup archive URL:

1. Login to your SOURCE WordPress Admin (where the backup was created).
2. Navigate to Duplicator Pro » Backups » View Details.
3. Expand the General section, then click “Share File Links”
4. Copy and paste the Archive URL here.

Alternatively, you can provide a Google Drive, Dropbox, or other file-sharing link to the backup file.

2. Prepare the source and destination websites access information

Source website admin:

• Admin URL
• Username
• Password

Destination website admin:

• Admin URL
• Username
• Password

Destination website FTP or hosting cPanel

• FTP/Control Panel URL
• Username
• Password

3. Share the access information with the support team

Sharing your credentials properly allows the support team to work quickly and securely. Once the backup URL and the access information to the source and destination websites are ready, follow the instructions in this guide to share them safely with the support team in your next reply.

Important Notes:

Test your credentials: Before sharing the access information with us, make sure you can log in using the credentials yourself to avoid delays.

Use temporary accounts: Always create temporary admin-level WordPress, FTP, or cPanel accounts when possible. If preferred, use the plugin “Temporary Login Without Password“ instead of sharing WordPress credentials.

Avoid sharing current passwords: If you must use an existing account, change the password temporarily and revert it after support is complete.

No IP blocking: Ensure that no IP blocking is enabled while we are working on your system. If there are any IP restrictions, those should be disabled temporarily while the support team is working on your system.

Back up your website: Before proceeding, make sure you have a backup of your site stored on your local machine or in cloud storage. This step is crucial; if a failure occurs, you will be able to restore your website from this backup.

If the support team runs into permission errors while working on your site, see Resolving File Permission Issues.