I have received an encrypted response via email and it doesnt appear that my key is working.

Please note that if you generated a new key it will not work for old submissions, I would recommend you to check on the downloads folder since the previous key may be there if you have not moved it. 

Unfortunately, without the correct key will not be possible to have the info decrypted. In case you have lost the encryption key I would recommend you to turn off the feature from your form so future submissions are not encrypted. 

Here is also a link with more info about this feature: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them 

Thankyou, but my colleague has the same key and can view the encrypted messages on his PC without issue. Any further suggestions would be most welcome

May be that you have uploaded a previous key and it was stored on the browser storage. May you please try using incognito mode? 

Also, I can see there are not any forms in your account so I assume the form was shared with you, may you please confirm this? 

If so, please share us the link to the form, we  will further check it on our end if you cannot see your submissions using incognito mode. 

Looking forward to your response. 

Hi,

The link is as follows

https://form.jotform.co/info4070/staff-payroll-information

I have cc’d Andy in who shared the details to me and his log in details are info4070

The key works fine for Andy on his PC and there is only one jotform key.

Please could you tell me how to set incognito mode?


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Have you tried clearing your browser's cookies and try again to see if reuploading the key would work?

With regard to opening the browser on incognito mode:

On Google Chrome, you can press shift key + ctrl key + N. It should open Chrome in Incognito mode. On Firefox, that's going to be shift key + ctrl key + P.

Or you can click on the settings button (three vertical dots) and choose New incognito window option.

Quite the same is on Firefox

Feel free to let us know if the problem persists.

Thanks.

Hi

This has still not been resolved, we have removed all browser history and uploaded the key again but to no avail

It works on Andys computer and phone (his account – info4070) but wont work on this one

Please advise

Regards

Judy

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Hello,

Did you try to use another browser? If you have not tried yet, I recommend you to try it on another browser. 

If the issue still persists on another browser, please contact us.

Thank you.