Import all FTP Accounts from Cpanel

I was trying to use the CPanel import acounts function, but always returns me "Connection Failed."
If i use the same credentials to the reseller of cpanel, i can login to via FTP, but not to import all accounts as your KB ... f2622.html
Is there any log to check, permissions or config to enable or change in cpanel, windows, smartftp?
I'm really looking forward to this function.

Could you send url you are using by email to support?

What is the support e-mail?
I'm using the latest trial version from downloads.