Why do user had lost all information saved? Where can I see the info uploaded and saved by user?

Our user had entered information for about three hours. Most of the form is to upload files. 

He saved to continue later and recived an e-mail as below. When trying to continue, he can´t find the information previously uploaded.

Please advise how to use this feature so that we can instruct our customers.

De: JotForm [mailto:noreply@jotform.com]
Enviado el: martes, 23 de abril de 2019 05:05 p.m.
Para: auxiliar.calidad@hotelhabitel.com
Asunto: Continue filling this form later: FORMULARIO NTS TS 002 2014 Establecimientos de Alojamiento y Hospedaje. 2014.

Would you like to continue now?

I cloned your form and tested it on my end, it does save the information and attachment via session.

You can view my session here https://form.jotform.com/91127021572953?session=JF-S4L-1934&stoken=JF-1934-19.

Can you please confirm and test it on your end if you are still able to replicate it. Looking forward for your response.