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

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! 

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

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 clear your browser cache.

Hope that helps. Thank you.