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    Our sub account users are not seeing the submissions after switching to EU servers

    Asked by stalbansschool on November 11, 2015 at 10:32 AM

    Hi there,


    None of our sub-users can see submissions to forms, even though they appear to have the correct permissions to do so. They can see the number of submissions, but no actual information. This is a new problem that has arisen in the last couple of days and has never been a problem before.


    The only thing I'm aware has changed is that we opted into the option to store our data on the European servers, but obviously this isn't a consequence I would expect as a result of that!


    Any help would be much appreciated.




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    Answered by Ben on November 11, 2015 at 11:52 AM

    but obviously this isn't a consequence I would expect as a result of that!

    That is the actual reason why they are not seeing the submissions.

    To explain further - the reason why this happens is because your submissions are now in the EU data center and as such can only be accessed over EU server - eu.jotform.com.

    Based on what you have mentioned, your sub account users are actually accessing their accounts over www.jotform.com (which is US based server).

    Now please do note that if anyone of them is in US, they will not be able to log into their account over eu.jotform.com and as such would not be able to see the submissions permanently - or at least until Safe Harbor 2.0 is made.