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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.

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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    payments fail and cannot view encrypted data even with key

    Asked by NumberFive on September 22, 2016 at 05:25 AM

    I really need to see this data i have the key. And all the payments are failing. I like your product but I'm very upset I paid for it.

    cannot view and cannot encrypted data
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    JotForm Support

    Answered by Rose on September 22, 2016 at 09:09 AM

    We are sorry for the issue you have been experiencing. 

    I think you are referring this form.

    Please make sure that you are using same private key was the one generated when you encrypted the form. If you lost your key or if you enter a different key, you can not recover your data. 

    You may also need to check following guidance for more information.

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

    In addition to that, I saw 5 incomplete payments for above mentioned form. It could be happened if user are directed to Paypal but do not make payment. These kind of submissions are marked as incomplete payment.Could you please check and confirm if you have not received in your Paypal account? 

    You can also find detail explanation at below guidance regarding Incomplete payments. 

    https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    If you have more questions, please let us know We would be pleased to assist you for any issue you may have.