Having trouble finding my files via FTP

This is my first post, but I have used the FAQs and searched for related threads. I'm considering moving my site to a new host due to poor customer service issues. I've read the "Moving existing install to new server... HELP!!!" thread and the "https://www.zen-cart.com/tutorials/index.php?article=100" tutorial. The tutorial says I need to "b. Download all your old site's files via FTP" but when I go to my FTP site, all I get is this and there is nothing but 2 directories in the "Directory Incoming" folder with nothing else in any other folder:

FTP root at ftp.thuanstreasure.com
To view this FTP site in Windows Explorer, click Page, and then click Open FTP Site in Windows Explorer.

06/12/2007 12:00AM Directory .
06/12/2007 12:00AM Directory ..
07/11/2008 10:25AM Directory incoming

I THINK I have done everything else I need to and have downloaded back-ups of everything in my cPanel Backup folder. I also downloaded CSV, PDF, SQL, and YAML files from my phpMyAdmin site.
I don't expect any help with any of this from my current because they will be losing my monthly service fee, so I need to do it myself, but I'm a total newbee to all of this, so before I pull the plug on them I want to be sure I have everything I need to be off and running again. My web site is https://www.thuanstreasure.com Thank you for your help.
Troy

It sounds like you're using the FTP access in CPanel.

Instead, install Filezilla on your local computer and set the proper address, user name and password to your website. When you connect, you'll see your Zencart files (probably in the public_html folder. Then follow the tutorial instructions from there.

If all you can see is "incoming" then you've likely logged into your FTP via an "anonymous" connection. And, given that you said you're accessing FTP using Windows Explorer, it's almost guaranteed that you logged in as anonymous.

You really should be using a real FTP program. Something like http://filezilla.sf.net would be a good choice.

You'll need your correct FTP login username and password in order to connect to your site's files.

DrByte:

You'll need your correct FTP login username and password in order to connect to your site's files
As you stated that you have cPanel - your FTP credentials should be:

host = your_domain_name
user = same as cPanel user name
pass = same as cPanel password

Thank you for the help. I'm in now and can see all my files. Does anyone know where I should look for my product pictures?

FTP a copy of /includes/configure.php file to your local and open in a plain text editor like notepad and find the following define and this is the normal default location - yours is most likely a different one pointing to where your images are being sourced from

define('DIR_WS_IMAGES', 'images/');