Error message on encrypted form submission "We couldn't find the submission you are looking for on our servers".

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    Asked on March 20, 2017 at 10:23 AM

    We received a form submission (ours are encrypted) however when we tried to open it we received the following error message "We couldn't find the submission you are looking for on our servers."  

    Submission date/time Saturday, March 18, 4:25pm

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    Answered on March 20, 2017 at 01:29 PM


    Can you please share the submission which you are trying to open?

    Have you deleted any submissions form your form? I did check your account and found that you have 3 forms:

    Test Tenant Application Form - 0 Submissions

    Lessee Guarantor Agreement Form - 0 Submissions

    Tenant Application Form - 25 Submissions

    The only form which has submissions is the last form and the last submission which was received in this form is from 02/23. That means you have deleted submissions form your other form since you your account submission counter says that you have received 16 submission in March 2017 and you are trying to open deleted submissions.

    Thank you!


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    Answered on March 20, 2017 at 01:46 PM
    Thank you for your reply - I do need some clarification on how forms might be deleted. Currently all form submissions go to three email addresses in our organization. What happens if one of the recipients deletes the form? Does it prevent all the other two recipients from later viewing it? Is there a way to set up the forms up so that they are not deleted unless we log into Jotform and delete them from your website?

    Peg Rieley

    Rieley Properties
    309 College Street
    Burlington, VT 05401
    Ph. 802-861-7778
    Fx. 802-862-2805

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    Answered on March 20, 2017 at 03:05 PM


    It seems you mean to say the submission emails are sent to three email addresses. Please note that since your form is encrypted, when you click on "VIEW RESPONSE" link of the email you have received and provide valid key file, the submission data form your form's submission page is displayed. If the submissions are deleted from your form's submission page, it becomes unavailable to all the three users.

    Please note that if you delete the email itself, the submission is not deleted but since encrypted submission are viewed in form's submission page only, clicking on the delete button will permanently delete the submissions.

    Hope this answers your query.

    Do get back to us if you have any questions.

    Thank you!