Browser was cleared, how do I get a key to see my applications

  • snead_Jon
    Asked on February 6, 2023 at 1:34 PM

  • Mightor JotForm Support
    Replied on February 6, 2023 at 3:27 PM

    Hi snead_Jon, 

    Thanks for reaching out to Jotform Support. Are you trying to decrypt your encrypted submissions? If so, after clearing your browser's cache, upload the the key again. If it still doesn't decrypt the submission, then I suggest that you turn off encryption for your form. This will not decrypt the already encrypted submission though. But it will prevent new submissions from being encrypted.

    1672886704 63b639b043bc8  Screenshot 10

    Let us know if you have any other questions.

  • snead_Jon
    Replied on February 7, 2023 at 9:18 AM

    I must not be doing something wrong but i need someone to call me to help me with this issue, i have no key and do not know where to find it.

  • Rayzel JotForm Support
    Replied on February 7, 2023 at 9:26 AM

    Hi Jon,

    Unfortunately, we don't offer phone support. If you have any questions, just reply to this thread, or you can create a Forum Thread from the Contact Us page. We’ll be happy to help.

    Can you explain a bit more about the issue so I can get a better idea of what's happening? It would also help us to understand what’s happening if you could take a screenshot and send it to us. We have a guide here explaining how to do that.

    Here's a related guide about Encrypted Forms and How to Use Them for you to check out.

    Once we hear back from you, we'll be able to help you with a solution.

  • snead_Jon
    Replied on February 7, 2023 at 10:18 AM

    The browsing history got deleted on computer so now I can not open my jotform applications. It says something about key and I have only been here 9 months and we can not find any keys wrote or saved anywhere so I don't have a key or code or whatever you call it. i can not get to screens you say unless I have somewhere to click and if I do it doesn't allow me to do what you tell me too. I need help, or applications are important to us.

  • Chris_L JotForm Support
    Replied on February 7, 2023 at 10:26 AM

    Hi Jon,

    Thanks for getting back to us.  Unfortunately, if you have lost the encryption key, the encrypted submissions cannot be decrypted even from our end since we have no copy of the same key on our servers, and it is impossible to crack the one you had. If you cannot recover the lost key, we suggest turning off the encryption right away so you can start receiving submissions normally again. You can leave the encrypted submission data on your Submissions Page just in case you find the key at some later point in time.

    You can generate new keys by disabling the encryption feature and enabling it again. Use the "Create encryption keys for me" option to generate a new key but please note that the new keys will not decrypt the old data associated with the old key. 1675783495 63e26d4779a72  Screenshot 10

    Let us know if you have any other questions.

  • Kris JotForm Support
    Replied on February 8, 2023 at 4:08 PM

    Hello Jon,

    We received a notification that you responded to this support ticket but when I check, there is no message added. Don't hesitate to message us for updates you are having with the question you raised on this thread.

    Reach out again if you have any other questions.