Support

Please read https://www.akeeba.com/documentation/akeeba-kickstart-documentation/kscantextract.html under "Mixed ownership" and follow the instructions on https://www.akeeba.com/documentation/akeeba-kickstart-documentation/kstslive.html to resolve this problem.

Side note: Ideally, you should use a host which does not use a different user for (S)FTP and the web server. This is the vast majority of modern hosts. The solution to this problem is well-known for the past 15 years. Servers are on a 5 to 10 year renewal cycle. That's why most hosts over the last 5 to 10 years have fixed that problem. Seeing a host which still hasn't tells me that they do not really understand hosting PHP site which immediately raises the question of whether should you trust them to not have done something even more gruesome for security. Personally, I wouldn't trust that host with my sites.