Respondent signatures are not displaying in my form inbox

  • Profile Image
    Asked on June 17, 2020 at 02:13 PM


    I require signatures at the end of my form. They displayed fine on my end up until recently, now it looks like there is a problem displaying the image. Could tec support please help fix that? These signatures are of great importance and I can not allow them to be lost.

    Thank you.

  • Profile Image
    Answered on June 17, 2020 at 03:53 PM


    We apologize for the inconvenience this issue has caused.

    I'm unable to fully check the submissions on your inbox since data are encrypted and it's requiring me to upload an encryption key. 

    Is the issue only present in the inbox? How about in the submission page and email notifications? 

    Also, does it happen on all existing submissions on the form you've attached? 

    We look forward to your response. 

  • Profile Image
    Answered on June 17, 2020 at 05:15 PM

    it is private information, unfortunately I cannot decrypt it for you.

    The issue is present in the submission page and email notifications only show a string of unintelligible encrypted data. Do you keep a backup of the old versions?

    and yes the problem persists on every submission for that form. However other forms do not have that problem

  • Profile Image
    Answered on June 17, 2020 at 07:44 PM

    Sorry for the confusion. We didn't mean to share the submission data with us. Our colleague mean to say that he was unable to check the images from the inbox view since the data is encrypted.

    The issue may be occurring due to the option 'Require login to view uploaded files' is enabled in the Privacy section of your account settings.


    Please try disabling it so that the file upload links shall be working fine without logging into your Jotform account. 

    Please give it a try and let us know if you need any further assistance. We will be happy to help. 

  • Profile Image
    Answered on June 19, 2020 at 12:03 AM

    Ok the setting should be fixed.