Why is my form still encrypted after i have entered my key?

Hi,

I use encryption on my website forms and all was working well until today - I uploaded the wrong key in to my browser so the form would not de-encrypt so i cleared the browsing history, cache etc and re-uploaded the right one but it is still not de-encrypting the information. I then logged in to Jotform online and clicked on form inbox and the responses are still encrypted and will not de-encrypt. I then went on to preferences and changed the encryption from no and back to yes and then asked Jotform to re-make me a key. I have saved this and tried to use it but it still isnt working. 

Please can you help?

Unfortunately if you have lost the correct private key to remove the encryption, it will be difficult to remove the encryption of those existing data.

If you have already generated a new private key by removing and encrypting again the form, the private key will only work for the new data that were added after. The previous data that were encrypted by the original private key will not be available anymore.

Please review also the user guide: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

Hope this help. Let us know how we can be of further assistance.

 

Thank you for your response. I understand this but the new private key that I have generated was done before new data was received but it still wont de-encrypt this data.
...

I have checked and your form is encrypted. Maybe you are not using correct key an because of that you are unable to decript your submissions. We do not have copy of your key, and we do not know which key is correct. Like my colleage mentioned if you have lost your key, your data is also lost. You can try to find your keys in download folder on your computer and check which one is correct. To see how this can be done, please check What if we can not find the private key after downloading the same? part of this guide. 

You can also check email Notifications that you received when your form was submitted and try to view responses. 

Hi,
I have re-generated a new private key and I have had new submissions over the weekend after the new private key was generated but it still is not de-encrypting my forms. I am aware that the new key will not work for old submissions but it should work for submissions submitted after the key was generated and uploaded. I have tried clearing the browsing history and re-entering the private key but still nothing is happening.
Please can you advise on what I should do as I am getting information through that I cannot read from people who are requesting my organisations support… this is getting to be a big problem now.
...

Sorry for inconvenience this may caused you. Are you unable to decrypt your new submissions, with new key, both on submission page of your form and from Notifications that were sent to your email address? 

Can you please try to use some other browser or incognito mode and upload your new key, to see if new submissions will be decrypted. 

If the issue still persist, please let us know.