EU encrypted forms: Link to view the submission in the notification is displaying blank submission

  • Profile Image
    Asked on April 27, 2016 at 08:40 AM

    I've created several JotForms. Even using standard template only forms and have ticked 'encrypt' in the preferences. 

    All seems to work.

    The email arrives saying: 'New submission: Message Contact Form' with the link to 



    To securely view your form response click on the button below.


    When clicking the link, it asks for my key, which I then upload. and it shows me the form.

    However the form only has the date and time and all other fields are blank.


    Question Answer
    Submission Date 2016-04-27 08:14:40
    Your Name  
    Your E-mail Address  
    Your Message  


    But if I then log in to Jotform and view submissions all the fields are shown fine.  It's just the page the link from the email displays that is blank.


  • Profile Image
    Answered on April 27, 2016 at 09:11 AM

    I've tested an encrypted form in my account and see that the email link is opening a new tab prompting to upload encryption key. When the encryption key is uploaded, the submission is displaying without any issue. I've also tested in a different browser which seems to be working fine at my end. 

    Could you verify that you are uploading the right key to view the submissions? Also, please make sure that are viewing the submissions using if you have enabled EU data center. Please try viewing the submissions in a private/incognito window to see if the submission is displayed normally.

    Please get back to us if the issue still persists. We will be happy to assist you further. 

  • Profile Image
    Answered on April 27, 2016 at 09:50 AM

    Thank you for checking

    i think the issue may be related to the link that is on the submission email auto responder


    the link 'click here to view submission' is

    Clicking on the link indeed takes us to a new page asking to upload the private key.  The key is then uploaded. And the form displays blank apart from the date.  Logging in directly to jotform works fine.

    forcing the link on to a private browser session does the same


    ive tried in safari and Firefox on Mac. And in chrome and Internet explorer on Windows 7  and the result is always the same.  

  • Profile Image
    Answered on April 27, 2016 at 10:28 AM

    Odd, If i remove the tick for European Data and move to US  then the form seems to work ( I do have to clear cookies before it allows me to view but I can deal with that.)


    So it seems the link to the submission form if encrypted and in EU isn't working

    Is there a way to have the submission email that is sent have the correct EU link embedded?

  • Profile Image
    Answered on April 27, 2016 at 11:13 AM

    Since the key is stored in the browser storage, and it will be there until you logout from the account and close all the active sessions of the browser or clear the cookies.

     It seems that there is an issue with the link being sent to notification to view the submission. Since the account is enabled to use EU server, the link of the submission should have the domain

    Let me forward the issue to our backend team to fix the issue. Once we have any update in this regard, you'll be posted here.

    Meanwhile, you may continue to use US servers or manually change the domain to to view the submissions from the email.

    Thank you! 

  • Profile Image
    Answered on June 19, 2016 at 07:06 AM


    We have released a fix for this bug. Jotform submission emails should now contain the correct link.

    Let us know if you have any questions or concerns.