Access denied

Good afternoon, I'm trying to access FTP via WinSCP latest version and when I enter my password it says access denied, I have Windows 10 Home version 22H2, can you tell me how I can solve this problem.

Attentivel,
Prestiti

Please start here:
https://winscp.net/eng/docs/message_access_denied

Good afternoon, I have already read the email you sent me, but can you tell me how I can access my files, that is, I need you to tell me step by step how I should do it, this is because I have no training, if you have any video that tells me how to do it or topics a um how I do it, this without losing the work that I have saved on the FTP.

Rui