Sub-user cannot decrypt encrypted submissions

I have a related issue. I am the main user and can decrypt submissions with the private key. I have shared the private key with a sub user, but he does not receive the option to upload his key when trying to view a submission, therefore he cannot decrypt anything. How can I change this and allow for the sub user to decrypt submissions?

Is this happening in his Email Inbox or in Submissions tab?

Your sub-user should be able to decrypt submissions with the same private key as you have.

If your sub-user doesn't see the pop-up for entering the key, please ask them to Clear their browser's cache and try again.

If the issue persists, please let us know.

Thank you!

It is happening when he tries to view a response from email. He cleared his cache and still does not get the popup to upload the private key. Would appreciate further help.

I tried this on my test form but I was not able to replicate the issue you are encountering. I was able to upload the key to the encrypted submission link and view the submission properly.

Can you provide us the browser your sub-user used where he/she encountered the issue so we can further investigate? Maybe he/she can try to access the encrypted submission link on a different browser and see if he/she can decrypt the data on the submission link from the email?

 

We will wait for your response.
Regards.

Using a new browser worked!! Thank you for your help. :)

You are welcome. Glad to hear that using different browser worked. If you have any other concern, please feel free to contact us again. Regards.