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

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

    Asked by AATR 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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    JotForm Support

    Answered by Nik_C 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!