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

    I have entered key for encrypted form submissions and still can't view. Please help as I need to enter the data by 11 p.m. tonight for clients trip.

    Asked by livewire99 on February 01, 2017 at 07:24 PM


    I have 3 submissions that I can't access. I used the key but I still can't see the info. So I went and unchecked encryption and then rechecked and created another key but nothing.

    I have to book their trip by 11 p.m. tonight and need the details of the form.

    Please advise.

    Thanks so much!


    Form is Agreement & Authorization Form which now shows 2 submissions but there were 3. 1 I have tried to open. The other two I have not tried.

  • Profile Image
    JotForm Support

    Answered by Chriistian on February 01, 2017 at 09:56 PM

    Unfortunately, creating a new key will replace the old key. Since the previous submissions were encrypted with the old key, it will no longer be possible to decrypt the old submissions now that a new key has been created. Only new submissions can be decrypted with the newly created key.

    Since there are no copies of keys on our servers, we will not be able to view the data on the 3 submissions you received. You will have to ask the users to resubmit the form so you can decrypt it using the new key. Alternatively you can turn off the encryption so you can receive their submissions and see them without using a key.

    Please see our FAQ here for more info: Encrypted Forms and How to Use Them

  • Profile Image

    Answered by livewire99 on February 02, 2017 at 12:03 AM

    Awe!  Thank you for the response. I did get this before the deadline. I asked them to resubmit and one tried but it didn't work for them. I am not understanding why. All I did was change to No Encryption.

    Form Here

  • Profile Image
    JotForm Support

    Answered by Chriistian on February 02, 2017 at 01:30 AM

    I checked your form (https://www.jotform.com/livewire99/shondra-cheris-luxury-travel) and I noticed that the lock icon still appears to your form meaning it is still encrypted.


    However, I check the form settings but it is not encrypted. Please allow me some time to further check on this. I'll get back once I've found results.


  • Profile Image
    JotForm Support

    Answered by Chriistian on February 02, 2017 at 01:35 AM

    Hi again,

    As per further checking, I did a test  submit to your form (please disregard the test submit) and it is now working. Future submitted data is not encrypted any longer. Please check on your end and see if this works now.