How can we fix our private key or see the encrypted submissions without it?

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    Asked on November 03, 2015 at 01:00 PM

    Our decryption Key was working just fine and then I got a new computer with Windows 10. We moved the key to the cloud for transfer to my new computer. One other person (computer) was involved in the move. The key "transferred" successfully to Jotform, but does not decrypt. The other person (computer) was able to see decrypted info at one point, but now does not work for them either.

    We tried to remove the current key from the browser by following instructions for Chrome provided by Mike on July 16, 2015 but were unsuccessful.

    For future submissions, I have changed the settings to NOT encrypt the data, but we have at least 6 forms submitted that we cannot access.

    How can I get those 6 submissions and how can we fix our key issue?

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    Answered on November 03, 2015 at 04:22 PM

    Based on what you have mentioned it means that your private key is damaged.

    If that is the case, please do note that you will not be able to get the submissions that are still encrypted.

    The fact is that the private key is only given to you + it is the only thing that can restore your data for you so once lost or damaged there is nothing that we can do for you.

    I recommend taking a look at this guide to see this and other questions and answers about the encrypted forms: What are Encrypted Forms and how to use them as expert?

    Now, I do see that you have opened several threads in regards to the similar issue, and in order for us to provide you with best assistance I do suggest that you reply back on the same thread if the issue / question is the same as the original one on that thread.

    If you have any further questions in regards to this, please do let us know by replying back to this over your email through reply option or by replying on the thread directly:

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    Answered on November 04, 2015 at 11:54 AM

    I understand now we can not access the unencrypted submissions.

    If we want to create a new form and have it encrypted for security, will you issue us a new key?
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    Answered on November 04, 2015 at 03:15 PM

    Unfortunately that would need to be seen by our developers to see if they can do that for you or not. For that reason I have created a new thread for you where we will raise this to them.

    This is the link to it: and I will answer you shortly there and raise it to them for followup.