My encrypted submissions will not decrypt!!!!

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    Asked on May 14, 2017 at 06:47 PM

    I already have a key. The submissions were working fine. Now all of the text will not decrypt, please decrypt the text in my submissions

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    Answered on May 14, 2017 at 07:00 PM

    I have noticed the revisions history to take my form back to a previous state, but that also doesn't work!!!!!!!!!!!!!!!!!!!!! This is the 5th thing in as many days that has caused issues, it's embarrassing!!
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    Answered on May 14, 2017 at 07:02 PM

    I am at my wits end with your company.


    Please advise whether you can restore my forms to a previous state or decrypt my submissions for me, I cannot afford to lose those submissions from clients, they are too important.


    Can you please also explain why responses take so long????

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    Answered on May 14, 2017 at 07:14 PM

    We sincerely apologize for any troubles this is causing you. We will be glad to help you with your concern and to my understanding, you are trying to decrypt your form's existing submissions using a newly generated encryption key.

    I would like to apologize, but that is not how encryption key works. An encryption key decrypts an encrypted submission data that is encrypted or submitted after the key was created. This means that encrypted submissions submitted prior to the creation of the encryption key will not be decrypted by new keys. Only the key that was created before the existing submission will be able to decrypt those submissions.

    If you have further questions regarding this, please feel free to let us know.

    With regards to the issue that you're experiencing with the Revision History Tool, I have moved it to a new thread since it is a different concern.

    Please click this link to go to the new thread.

    Thank you.

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    Answered on May 14, 2017 at 07:29 PM


     i have tried using keys i had previously created and have been saved on my computer for some months now, which was decrypting all previous submissions, i have not created a new key.
    Please help
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    Answered on May 14, 2017 at 07:46 PM


    We will resolve your issue here