Why encryption pop-up box is not showing to input the key?

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    Asked on June 10, 2016 at 06:44 PM

    Great so I made a horrible mistake to encrypt a form, received a submission in the process and I can't view it on any platform.  I downloaded the key but no matter what way I go to view it there is no magic box that pops up to say upload key?  Now my submission is being held hostage and I can't find any way of getting the information back.  PS I cleared the cache, I tried using a private window. Nothing works.  Can I just get my last submission and not have it lost forever?

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    Answered on June 11, 2016 at 04:18 AM

    We're sorry for the inconvenience you experienced. 

    Unfortunately, even we can not unlock your submissions without the key. 

    What I can suggest you is to try to access submissions in some different browser. It might happen that in the browser you're using you have a pop-up blocker so it doesn't open for you to input the key.

    Please try and let us know if the issue persists.

    Thank you!