What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Please reset (or delete) our existing key, so that I may generate a new one and start from scratch.

    Asked by xcitemedia on January 06, 2016 at 11:48 PM
    Please reset (or delete) our existing key, so that I may generate a new one and start from scratch.
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    JotForm Support

    Answered by jonathan on January 06, 2016 at 11:53 PM

    Can you please share to us the URL of your form that have the issue. You have a lot of forms already, so I am not sure which one have the issue.


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    Answered by xcitemedia on January 07, 2016 at 11:20 AM

    Sure. There are 5 forms for which we're having the issue (I removed the encrypted option from them all yesterday until we could get it figured out)

    Here are the urls:

    1. http://www.jotform.com//?formID=53416768527970

    2. http://www.jotform.com//?formID=53405838596972

    3. http://www.jotform.com//?formID=53406168902960

    4. http://www.jotform.com//?formID=53417196509966

    5. http://www.jotform.com//?formID=53405126981960


    Let me know if there's anything I can do to help!

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    JotForm Support

    Answered by jonathan on January 07, 2016 at 02:39 PM

    Can you please clear first your browser's cache.

    You can re-download the key by clearing your browser's cache. Once the key is loaded on your browser, it will be remembered every time you open your formsubmissions page therefore you will not be prompted with the form encryption wizard where you can download your key.

    However when you clear your browser's cache, you should be prompted with this wizard again.

    Or, if you don't want to clear your browser's cache, simply open your browser in private mode (Firefox) or incognito mode (Chrome). Then go to your encrypted form's submissions page or by editing your form on the form builder.

    The encryption wizard should popup again.





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    Answered by xcitemedia on January 07, 2016 at 03:27 PM

    Thank you for your help, that seemed to work but I have just a couple additional questions:

    1. Do I need to share both my public and private key with the person whom I need to share these forms with?

    2. if I clear my cache again, will I then be unable to read the responses? Or do I just need to have the keys saved somewhere (forever) on my computer?

    3. When I attempt to download my submissions as a pdf and then open it, the information is encrypted again. If I print it, will show as decrypted? Can I also download to an excel sheet?

    4. What happens if I accidentally request another jotform key down the road? Will it erase the previous key and cause me to lose access to my forms?


    Again, much thanks for your help.



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    JotForm Support

    Answered by jonathan on January 07, 2016 at 04:45 PM



    The encrypted form can be used by the end-user without the private key.

    The only time the key is needed when viewing the submission data. So if you are sharing the submission data to another person, the answer is Yes -- you will need to share the key to that person


    When you clear the cache, and you view the responses again on the same browser -- the prompt to upload the private key to view the responses will pop up again. So you need to upload the private key again to be able to view responses.

    This will happen everytime you clear the browser cache.


    You need to open first the submissions/responses using the private key so that encryption is removed. Then download the PDF report so that it will show without encryption also.

    You can download the submission data in PDF, Excel or CSV file format

    user guide: How-to-Download-Form-Submissions-as-Excel-CSV-PDF



    No. It will simply require the new key in that browser where you generated it to view/open the form data.

    Hope this answers your questions. Next time please create also separate post for each question.

    It will be more faster that way since multiple support member will be able to attend to each questions at once. As you can see now, I am the only one answering each of the questions on this thread.






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    Answered by xcitemedia on January 08, 2016 at 11:25 AM

    Okay, so do we need to upload the keys to our browsers in order to decrypt the submission data? How do we do that? Or do I simply need to have both the private and public key downloaded to my hardrive in order to view the submission data?


    And, is it one private + public key per jotform account? Or one private + public key per form?


    Thanks again for your help with this.

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    JotForm Support

    Answered by david on January 08, 2016 at 02:24 PM

    When attempting to view your submissions, you will be prompted for your key.  The key will be saved to your browser one it is uploaded and you will not need to upload it again unless you clear your browsers cache/cookies.  It is one key per account and it will decrypt all submissions created after the key was created.  If you had previously encrypted data related to another key, the new key will not decrypt that data.