I am unable to access my encrypted form submissions

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    Asked on February 19, 2021 at 01:06 PM

    Hi, I'm having trouble with form encryption on my HIPAA account.

    I don't have an option to turn encryption off on individual forms. I also don't see an option under Settings > Data. When I create a new form and I go to the Submissions page, the answers are encrypted so I can't read them. I try entering and removing with the private key but nothing changes.

    1) How do I create non-encrypted forms for things that are not HIPAA sensitive?

    2) How can I read these responses that are already encrypted?

    The answer to question #1 is especially critical for me right now.

    The specific form in my account I'm trying to work on is CE Evaluation.

    Thank you!

  • Profile Image
    Answered on February 19, 2021 at 06:15 PM

    Hi there,

    Happy to help!

    Have you had a chance to review our guide on encrypted-forms-and-how-to-use-them yet?

    To create a form that you do not want to encrypt, when you're in your Form Builder, go to Settings > Form Settings > Show More Options, then toggle the Encrypt Form Data option to "No".

    Encryption Form Settings Page

    In regards to your other question: you should be able to decrypt your form submissions with the private key you had downloaded. Are you perhaps using the wrong key?

    We await your response.

  • Profile Image
    Answered on February 20, 2021 at 04:20 AM

    Hi, thanks for your response. Yes, I looked thoroughly at the encrypted forms page you linked. Unfortunately I do NOT have the option "Encrypt Form Data" on my form settings page. I searched this forum and see that others have reported this problem and it may be a backend problem. Interestingly, if I clone one of my existing forms and then clear it out to start a brand new form, I do not have this problem (there is still no setting to uncheck encryption but for some reason the responses do not come back encrypted). Could this be due to the fact that I started with a normal plan and then switched to a HIPAA plan? Do I need to open a support ticket or are there some other steps I can take?

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    Answered on February 20, 2021 at 11:47 AM


    I opened our HIPAA test account, and there's no option to Encrypt Form Data


    Regarding "Could this be due to the fact that I started with a normal plan and then switched to a HIPAA plan?"

    Yes, that could be, since.

    For Non-HIPAA user (Encrypted Form Data feature): All fields are encrypted and you can only decrypt the data using the Jotform Key: https://www.jotform.com/help/344-encrypted-forms-and-how-to-use-them

    For HIPAA user: You can choose what field is encrypted (PHI fields): https://www.jotform.com/help/518-how-to-set-phi-fields-on-your-forms

    Kindly inform us, the form URL and do you still have have the Private key for that form? An option would be to disable HIPAA, but this takes time and not recommended when there's an ongoing form that collect user sensitive information. 

    I am forwarding this ticket to our backend team for possible solution. We'll let you know here as soon as we have an update.