Jotform Encryption and Unauthorized access to thread

Firstly, I cannot access the previous thread I had before with you guys concerning the encryption issues with our jotforms. 

However, it is very urgent now as those forms are used for course registration for the summer period. 

I have contacted you guys previously and was told that I would be contacted soon, and it was promoted to level 2 but I still have not heard anything since the last time. Now I cannot access the thread.

Can you please advise what is happening and what are the next steps because we really need to view the encrypted submissions and as I have stated before, nothing suggested has worked. You saw my videos and my screenshots but now I need you to simply help in downloading and accessing those encrypted submissions. 

Are you referring to the thread https://www.jotform.com/answers/2393714? Since the thread is marked as private and opened using your email address without logging into your account, you may not be able to access the thread. 

However, as we check the thread it is still being investigated by our backend team and there is no update yet. Rest assured, as soon as we have any news in this regard you'll be updated on the other thread and you'll be receiving an email with the update. 

If you have any questions, you may reply directly to the email response received on that thread.

Thanks!

Ok thank you.