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

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    Not able to remove encryption on encrypted form.

    Asked by Nadine Litwin on September 20, 2016 at 09:28 PM
    I have the exact same problem and I have tried Chrome and Explorer and deleted cookies?
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    JotForm Support

    Answered by Chriistian on September 20, 2016 at 11:42 PM

    A possible reason that the encrypted form is not being decrypted by the key is because the key is different from the one used when you set it up. For example, you removed the encryption on the form and re-enabled it afterwards with a new key. If that is the case, then the old data that was encrypted using the old key cannot be decrypted using the new key. Can you please check if the key you are using is in fact the one used for that form?

    You can also check out this article for more information about form encryption: Encrypted Forms and How to Use Them. I will be waiting for your response.

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    Answered by Marilynd on September 21, 2016 at 12:46 PM
    We only have the one key? We have never encrypted with a second key.
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    JotForm Support

    Answered by Kevin_G on September 21, 2016 at 02:42 PM

    I have just tested the encryption on my end with a form I created some time ago, it works still with the same key I generated when encrypted the form. 

    I'm not sure if could be possible to get the key you're using, if so, you may send it to support@jotform.com so we can test on our end and find if it de-crypts the form. 

    We will wait for your response. 

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    Answered by Marilynd on September 21, 2016 at 04:46 PM
    Here is the key I am using as requested. Does this mean we will have to
    get a new key cause JotForm will have this key or can we still keep
    using this key?
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    Support Staff Imonie$
    PH: 780-720-8001
    The contents of this communication, including any attachment(s), are
    confidential and may be privileged. If you are not the intended
    recipient (or are not receiving this communication on behalf of the
    intended recipient), please notify the sender immediately and delete or
    destroy this communication without reading it, and without making,
    forwarding, or retaining any copy or record of it or its contents. Thank
    you. Note: We have taken precautions against viruses, but take no
    responsibility for loss or damage caused by any virus present. If you no
    longer wish to receive emails of this nature, simply reply to this email
    with UNSUBSCRIBE in the subject line.
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    JotForm Support

    Answered by Kiran on September 21, 2016 at 06:03 PM

    Unfortunately, the files attached to the reply of the email received for a forum response cannot be posted back to the thread. We request you to send the file to support@jotform.com separately and please make sure that the subject is having "Support Forum - 937638". Once you have sent the email with the attachment, please let us know here so that we can take a look the email sent and investigate the issue further.

    Thank you! 

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    JotForm Support

    Answered by Kiran on October 10, 2016 at 04:12 AM

    We are sorry for the delay in responding back. We have received your JotForm key and I have checked your JotForm. I see that you have disabled the Form Encryption on your form. I have tried enabling the Encryption for testing on your form and added the received key to view the encrypted response. 

    I am able to see that the encrypted response is displaying the submission normally for some fields. Since there is only one encrypted submission for your form, we couldn't isolate the issue if it is with the form response or the key. I have now disabled the encryption on your form. 

    Could you try enabling the encryption on your form or a new form to use the same key by using the option 'I will provide a public key'.

    You'll be prompted to upload the key after choosing this option so that you can select the key file that you already have and upload it.

    Please try sending a few submissions to test the form encryption and let us know if the issue still persists at your end.

    Also, please refer to the guide below that can help you with more information on Form encryption.

    https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

    Thank you!