I can't read the submissions of my customers

Upon checking your form, I can see that the Form Encryption is disabled.

The reason why you can't read those submissions is because they are decrypted. This means that they were submitted previously when the Form Encryption is enabled.

If you need to read them, you need to enable the Form Encryption first and then upload the key if prompted. After that, you can copy the submission and then disable the Form Encryption again.

You may also want to check the notification email that was sent to your inbox when this submission was submitted.

Please check this guide: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them.

Hope that helps. Let us know if you need further assistance. Thank you.

That is very helpful, so now the only problem is I have 2 forms that I still cannot see when I enable so I must have made a mistake when I received the email with the form and attached the wrong key file.  How do I correct that?

Once you enabled the Form Encryption, go back to MY Forms and go to the Submissions page.

After that, a pop-up will appear where you can upload the encryption key. Click the "Browse" button and look for the "jotform.key" file. Please take note that the correct key should be uploaded.

Once you uploaded it, you'll see a message "" at the bottom. After that, click the "X" button.

This will decrypt the encrypted submissions. Hope that helps. Let us know if you're still having issues. Thank you.

Thanks for such a quick response.  That is the problem, I must have attached the wrong key so when I go to the email it is not allowing to attach a new key

In this case, please disable the encryption feature to have access to the new data. The data old encrypted data is lost forever, as there is nothing we can do to decrypt it.