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FTP connection failure

Hi, I need some advice. I have a Wordpress blog (managed from Australia) and make use of a designer in Los Angeles. Recently the designer tried to access the site to make some changes but was unable to connect by FTP.  The designer mentioned the following:

"The FTP toolbar says "Connecting..." but does not actually connect and eventually times out.

Whenever I have encountered this problem before, it is because the server has security settings activated that prevent connection from abroad."

Does anyone know what might be causing this problem, and how to address this? I also make use of Cloudflare and was wondering if this can contribute to the problem?

I will appreciate any advice.