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    Jotform key to decrypt for submissions is not working for other team members

    Asked by FlagProsTN on July 22, 2016 at 09:20 PM
    Also, we have multiple team members that are attempting to access encrypted submissions using the key that I downloaded from the system.  It works great for me, but it isn't working for the other team members.  Does each team member Need their own Key? 
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    JotForm Support

    Answered by Welvin on July 22, 2016 at 09:45 PM

    Is it through the form submissions page or through email (single submission)? And when you say it's not working, you mean the popup to upload the key is not showing up or it is when they provide the key, nothing happens and the data remains encrypted? 

    Please note that after providing the key and getting the success upload message, they need to refresh the page in order to view the decrypted data. 


    I would also suggest given the sub-user account method a try, you can add 1 sub-user account. 


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    Answered by FlagProsTN on July 22, 2016 at 10:23 PM

    Thanks for your reply. 

    They are not getting to "saved Succesfully" confirmation - it's not doing anything after selecting the file. 

    And this has only been tried from the Emails - Nobody else has gone into the system and actually added the key from the dashboard. 


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    JotForm Support

    Answered by jonathan on July 23, 2016 at 03:28 AM

    If I understand correctly, the other team members were not able to view the submission encrypted email. The same private key can be used to view the email as well.

    I assume the other team members were already provided with the same private key that you used to view the encrypted submission.

    The only way we can test this is to be able to use your private key and we will view the encrypted submission of your form using it. 

    Please share to us the private key file by sending it to our support email at support@jotform.com

    Add this threads link https://www.jotform.com/answers/889070 in the email subject line so that we can easily see it.

    Please reply here once you have emailed. 

    Thank you.