What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    How do I load a new key? All data is coming up as gibberish

    Asked by wlweinberger on January 19, 2017 at 12:36 PM
  • Profile Image
    JotForm Support

    Answered by Kiran on January 19, 2017 at 01:35 PM

    Please be noted that the encryption keys are unique and it is required to have the same downloaded key in order to decrypt the encrypted form responses. Unfortunately, it is not possible to decrypt these submissions with any key. Please use the private key downloaded when it is prompted to view the submissions.

    Also, please go through the guide below for more information on form encryption.

    https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

    Hope this information helps! 

  • Profile Image

    Answered by wlweinberger on January 19, 2017 at 01:49 PM

    Thank you.  Problem is that we are not being prompted. I have the key. Is there another reason why we are being shown gibberish?

  • Profile Image
    JotForm Support

    Answered by Jan on January 19, 2017 at 03:57 PM

    My understanding is that the pop-up window where you can upload the public key is not is not appearing when you open the Submissions page. 

    Please make sure that the Form Encryption is turned on in the Preferences.

    If it is still the same, please try to use Google Chrome Incognito Mode and check if the pop-up will appear when you open the Submissions page.

    You may also try another browser just to check if it will work or not. Lastly, you may need to