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.

  • Profile Image

    One of my forms won't submit for users and hangs at Please wait

    Asked by drrichar on February 29, 2016 at 09:54 AM

    I have reviewed others who have had the same problem. I went ahead and put the form inside of a "Frame" and used that code to link to the form, but still no luck. I also removed the option to take a photo from their computer, and this did not help. This seems to have arisen about the same time the new encryption approach took place. 

    Page URL:

  • Profile Image
    JotForm Support

    Answered by Kiran on February 29, 2016 at 11:45 AM

    Are you referring to the form embedded in the Sign-in page of your web page? I see that New patient information form is embedded on this page. As I tried to submit this form on the web page and using direct link, I was not able to submit the form and the submit button hangs at Please wait. As I tried to clone the form to my account, I see that the form is submitting normally without any issue. It looks like there is an issue with the encryption or key of the form. When I tried to submit your JotForm without encryption I am able to submit the form.

    Please try removing the encryption on the form from the Form preferences and try adding the public key again by enabling the encryption.

    Let us know if the issue still persists. We will be happy to help you further.



  • Profile Image

    Answered by drrichar on February 29, 2016 at 11:59 AM

    I followed the directions. Removed encryption, saved the form, then re added encryption, and it didn't work the first time. I tried it again and was very careful to have it make a new key, save the key, and then be sure to save the form before leaving the page, and now it seems to work. 

  • Profile Image
    JotForm Support

    Answered by Kiran on February 29, 2016 at 12:04 PM

    That's great!! Glad to see that the form is now working for you. Please do not hesitate to get in touch with us if you need any further assistance. We will be happy to help. 

    Thank you for using JotForm!! 

  • Profile Image

    Answered by drrichar on February 29, 2016 at 12:46 PM

    Unfortunately, I must have spoken too soon. Submissions now are all jumbled. I am guessing because the new "key" is somewhere not on my hard drive?

  • Profile Image
    JotForm Support

    Answered by Charlie on February 29, 2016 at 02:27 PM

    Please note that the encryption "key" is specific to a group of submissions.


    You enabled encryption and created "Key 1", that key can decrypt submissions that it received after you have created that key.

    When you disable then re-enable the encryption feature AND you have created a new key (Key 2), then that key will only work for new submissions, the old encrypted submissions will still be tied to Key 1. 

    You can learn more about the encryption feature on this guide: http://www.jotform.com/help/344-What-are-Encrypted-Forms-and-how-to-use-them-as-expert.

    The problem you are having is how to view encrypted submissions with a mixed of different keys? Because you have created "Key 2", then it's the one saved in your browser, when you view old submissions, then they won't be decrypted because they are tied in "Key 1".

    You'll need to clear your browser's cache OR just use the Chrome incognito mode or Firefox private browsing feature. Every time you use incognito mode OR private browsing, it will prompt you to upload the private key to decrypt the submissions when viewing them, so it is not necessarily saved in your local browser storage. When you close the browser the key is not stored in your browser, that's why when you open your browser again and view the submissions, the upload key wizard will show up every time.

    So basically, to view old encrypted submissions use "Key 1", for new submissions, use "Key 2". 

    Do let us know if you need more help on this.

  • Profile Image

    Answered by drrichar on February 29, 2016 at 07:15 PM

    I have followed your directions, and now likely have three keys and now no access to any of my submissions, old or new. I am more confused now than I ever was. (It doesn't help that Safari doesn't actually download a key, nor is there any way on earth to tell if it is stored anywhere). I couldn't get access to the submissions even with using incognito mode and emptying caches on both Chrome and Firefox. I am completely screwed!. 

  • Profile Image

    Answered by drrichar on February 29, 2016 at 07:40 PM

    Now, no matter what key I use, I can see all of the "old" submissions, and the most recent won't un encrypt with any of my keys. Can you please provide me with the key to open the two most recent submissions?

  • Profile Image
    JotForm Support

    Answered by Kiran on February 29, 2016 at 10:04 PM

    It looks like you are using different keys. I notice that you were using a public key with the form. Please make sure that you are using the same key while encrypting the form so that the previous submissions are viewable. If you have received any submissions with other key, unfortunately it is required to use that key in order view those submissions. Please be noted that if the key is lost, the form submissions cannot be decrypted without the original key used. Please refer to the guide below that provides you with more information on encrypted forms.


    Hope this information helps!