- livewire99Asked 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.
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.
- JotForm SupportChriistianAnswered 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
- livewire99Answered 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.
- JotForm SupportChriistianAnswered 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.
- JotForm SupportChriistianAnswered on February 02, 2017 at 01:35 AM
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.