Can't access form responses from patients

  • Profile Image
    Terri 
    Asked on June 23, 2020 at 06:42 PM

     
    When I receive emails back from my patients I can't access the forms because when I click on the VIEW RESPONSE I get the UNAUTHORIZED ACCESS message as attached for your review.  How do I stop this from happening so I can access the responses?
     

    Visual: New Encrypted Submission




    YOU RECEIVED AN ENCRYPTED RESPONSE



    To securely view your form response click on the button below.





    Button: View Response





     
     
     
    warning.pngUnauthorized Access
    Your account does not have access to this form.
    Please switch accounts or view your forms
  • Profile Image
    Mike_G
    Answered on June 23, 2020 at 08:37 PM

    Based on the screenshot you are shared with us, your form is encrypted or the Encrypt Form option of your form is enabled.

    What-are-Encrypted-Forms-and-how-to-use-them-as-expert

    If you don't want to be receiving the same message in your email every time your form is submitted. You can disable the option on the builder page of your account.

    1592958982zt200623_203555.png

    Changes in the Encrypt Form settings, however, will not be applied to submissions submitted prior.

    Feel free to let us know if you need any further assistance.