How do I view an encrypted submission?

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    ThroneBuilders
    Asked on March 10, 2018 at 05:08 PM

    Somehow, a client filled out a form and the entire thing is encrypted. How do I view it? Where do I get the key to access it?

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    Kevin_G
    Answered on March 10, 2018 at 07:24 PM

    The decryption key should have been downloaded on the "Downloads" folder of your computer, if you have changed the default downloads folder, please check as the key should be there. 

    It's not possible to view a submissions without the decryption key so if you do not find it I would recommend you to turn off such feature so you can view future submissions. 

    Please find more information about the encryption feature here: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them 

    Thanks. 

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    ThroneBuilders
    Answered on March 12, 2018 at 03:18 PM

    That's the problem. I never was given an option to encrypt, it just did it automatically for some reason. There was never an opportunity to download a key. I have no key and I didn't choose encryption. And, although Jotform says they have customer support, they clearly don't, and I have a form that I can't open. Any suggestions?

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    Kevin_G
    Answered on March 12, 2018 at 03:29 PM

    Was the form cloned from another one? 

    Please note that may be the feature was mistakenly enabled on your form or it was automatically turned on from the original form if it was cloned. I would also recommend you to check the form revision history in order to know when the feature was enabled, this guide will help you checking it:  https://www.jotform.com/help/294-How-to-View-Form-Revision-History 

    I have been testing and encryption it's turned off by default when creating new forms, that should be the case on your account as well, although we do not discard any issue that might have happened on your account. 

    I have checked your settings as well and the option to create forms as encrypted by default is not checked. 

    As explained above, it's not possible to recover an encrypted submission without the decryption key, we will be happy to help you further investigating the issue about the key enabled automatically on your form. 

    You may also share us the form in question, this guide will help you getting the form URL: https://www.jotform.com/help/401-Where-to-Find-My-Form-URL 

    We will wait for your response.