payments fail and cannot view encrypted data even with key

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    NumberFive
    Asked 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.

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    Rose
    Answered 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.