Encryption key/form problem

Hi - hopefully you can help me with this. Twice now (most recently a few minutes ago), my key has been erased from my browser, so I can't view submissions. I put the key in again and all the submissions are still encrypted. This is what happened last time too, so I just generated a new key and lost all of the submissions. Is there a way to solve this without losing everything again?

Unfortunately, generating a new key will not decrypt the old data. Only the original key will do it. If the original key is lost, there is no way to decrypt the old data since the generated key never make it to our servers.

The old key isn’t lost - I upload it again at the prompt to do so, and the submissions are still encrypted. This is the second time this has happened.

We do apologize for the inconvenience.

To clarify, you have  saved/downloaded your private key when you created the form encryption?

You may check this guide for more information:https://www.jotform.com/help/344-What-Are-Encrypted-Forms-and-How-to-Use-Them-as-Expert#Where-Can-I-Find-the-Private-Key-After-Downloading-It

Yes, I did save it when I originally made the form

If the private key is saved to your pc/desktop, can you please try opening the submissions page in incognito mode?

Please try it out and let us know if submissions are still encrypted.