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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.
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I can not find any user under email address from which you are writing. Considering that I can not check your forms and problem you mentioned. However I did test one of mine forms and I was able to make Excel report.
Please see this guides to find how to make Excel reports:
Can you provide us your form ID so we can take a closer look into your problem?
Looking forward to your reply.