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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    Form Encryption: Why the pop up to enter the key is not opening?

    Asked by thrivein on October 03, 2016 at 01:15 PM

    My jotform encryption key is not working.  I've tried clearing my cache/ cookies and trying other browsers, but I am not prompted to retrieve my key again.  I cannot read the data on my encrypted form submissions.

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    Answered by thrivein on October 03, 2016 at 01:53 PM

    Please advise.  I even installed a new browser in hopes of activating the key again, but I was never prompted for it (and pop-ups were not blocked).  Is there a problem on JotForm today?  I need to retrieve my data asap.  Thanks.

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    JotForm Support

    Answered by Kevin_G on October 03, 2016 at 07:35 PM

    I have checked on your form and I get the pop up to enter the de-crypt key, here is a screenshot about it: 

    Could you please try opening a new tab in incognito mode? 

    Here is a link that will help you to get incognito mode: https://www.grahamcluley.com/incognito-web-browser-means/ 

    This should open a new clear session, without any saved cache also, if you are still not getting the pop up to enter the key, please share us a screenshot about it with the web console opened, these keyboard shortcuts will help you to get it: 

    Google Chrome:

    Mac: Command + Option + J

    Windows: Control + Shift + J


    Windows: Ctrl+Shift+K

    Mac: Command+Option+K

    This guide will help to upload a screenshot with your next reply: How-to-add-screenshots-images-to-questions-in-support-forum

    We'll wait for  your response.