Hi mabe38,
Please submit a support ticket.
Best regards,
With the support is not so simple.
We have for the Joomla-admin section an extra protection for the directory.
And the ftp account should also be activated manually, so that nobody can access. If an access via FTP is not required we disable access forever. Therefore, we would also need an exact time when our side is to be considered.
We ask for understanding, but the security is our absolute priority, because hacking attacks. Recently the Germany state has a high interest in data.