Encrypted Form Submission History - Cannot Retrieve Customer Info

I am using a Jotform on my org's site to sell raffle tickets. I never had an issue with viewing form submissions - which contain all customer contact info - until this morning. Now, these records load as encrypted, and address, phone number, etc. cannot be discerned. 

Another issue: my colleague has been trying to access the same submission records on her computer, but the Jotform site first requires a "secret key."  She is unsure how to proceed. 

Thanks for your consideration. 

Ben

I have checked your form and noticed that encryption is currently enabled, please note that all the submissions received while the encryption feature is enabled will show like that and if encryption is enabled on your form you will be asked to provide the encryption key in order to access the data. 

When you enabled this feature you should have downloaded the key on your computer, by default it will be stored on the downloads folder so you may find it there. 

Please note that turning off the encryption does not decrypt the already received data and the key is still required in order to view the data. 

I would recommend you to check this guide about encryption: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them 

If you have questions, please let us know. 

I've tried repeatedly using the downloaded key - both with encryption
turned on and off - but I still cannot access the records for form
submissions. It's really essential that I view purchasers addresses, phone
numbers, etc.
Can you please assist?
...

Try clearing your browsers cache/cookies or browser in private/incognito mode and it should allow for uploading your key once again.  Only the key file associated with the data can remove the encryption. 

I will try clearing cache again.
I am still unclear on why I was able to view these records previous to
today without providing any key, but only encountered trouble with
encryption today.
In any case, assuming that there are two keys, and that what I need to
submit in order to view these records is the first, and that I don't have
the first, is there anyway to recover this? I'm happy to verify other
credentials
...

I am still unclear on why I was able to view these records previous to

today without providing any key, but only encountered trouble with

encryption today.

As I explained on the other thread you've opened, when you enable the encryption feature you will be asked for the key, then if you access your submissions from the same browser where you initially uploaded the key you will not be asked again unless the browser's data is cleared or you try to access the submissions page from another browser/computer. 

In any case, assuming that there are two keys, and that what I need to

submit in order to view these records is the first, and that I don't have

the first, is there anyway to recover this? I'm happy to verify other

credentials

Unfortunately, it's not possible to decrypt the data without providing the key.