Background
If you have backed up a site or like to restore a package, but the package manager says “No Packages found”. This is a quick troubleshooting step to identify the issue.
Step 1 – Get the correct Prime Mover export directory
- Log in to your WordPress site.
- Go to Prime Mover -> Packages.
- [OPTIONAL] If the site is a multisite, enter the blog ID of the subsite where you want to upload/download/restore packages:
Note: If you’re working with a multisite and don’t know the blog ID of the subsite, go to Network Admin -> Sites and locate the subsite listed there. Once you see the site, you should be able to get its blog ID, e.g., the blog ID below is 3:
- Finally, once the correct export directory is loaded, you should be able to get the correct export directory used by Prime Mover (for that site/subsite).
This is what it looks like:
The export directory is indicated as the path. For example, in a multisite subsite of blog ID 3, the path could be:
/home/your-username/your-wp-multisite/wp-content/uploads/prime-mover-export-files/3/
In WordPress single-site, it looks like this:
/home/your-username/your-wp-singlesite/wp-content/uploads/prime-mover-export-files/1/
Once the export directory is known, please proceed to the next step.
Step 2 – Make sure your package is there
Now that you know the correct export directory, does your package exist if you inspect it visually via FTP or File Manager? If not, ensure that you upload your package to the correct directory via FTP, SFTP, or hosting file manager. This is the case if you want to restore the package to the target site.
If the package exists in the correct Prime Move export directory, proceed to the next step.
Step 3 – Refresh packages
Once the package exists, refresh the package to check if it will be listed and visible in the package.
- Go to Prime Mover -> Packages.
- Click the “Refresh packages” button.
- Confirm whether the package is listed or not, and if there are any errors related to corrupt packages.
- Proceed to the following troubleshooting section depending on what you see.
If you see corrupt package errors…
If the package is corrupted, please check out this tutorial on handling corrupted packages.
If the package is listed normally…
If there are no corrupt package errors, then the package is not corrupted, so you can use it to restore or migrate that package to another site.
Still, no packages found?
Please open a technical support ticket and provide us with your WordPress site URL / username, and password. We will use this to inspect your site and diagnose the reason why the package isn’t there.
Last updated: June 15, 2025