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Well, they were emailed a .key file but no instruction on setup.
What needs to happen with the .KEY file so they can see their data?
I believe you are referring to using encrypted forms. The following guide should have all the information you need, including how to upload the encryption key:
How do we decrypt the text in the submissions panel to see it?
If your forms are encrypted you will be asked to upload your private key
As soon as you do so, It will show the success message