Never recieved the encryption code. Terrible system

Never recieved the encryption code. Terrible system

Hi Vannessa,

Thanks for reaching out to Jotform Support. I've cloned the form you created and tested it locally. By following the steps in the YouTube video you cited as a resource, I successfully observed that the form was properly encrypted.

You mentioned in your message's title that you couldn't get an encryption code, but we expect you to set the password that will encrypt your form. You can see this clearly in the YouTube video at the 2:25 mark.

A quick question: Did you verify your account with Google?

If you can tell us exactly where you are getting stuck, we would be happy to help you out!

Good morning,

When I enter the password I am unable to open the encrypted data. I only ever set up the main pass word, I did not create a secondary one for the encryption. I can not access that data but I never received a code or password to be able to open it. Help! I have two documents that have been submitted and I need them today!

Thank you

Vanessa

Odd, it works from my laptop but not from my mobile despite being logged in.

Hi Vanessa,

Thank you for reaching out. I understand the urgency regarding your documents.

The reason you’re unable to open the encrypted data is that an encryption code was set up when the form was submitted. Even though you only entered your main password, the form requires this separate encryption code to unlock the encrypted documents.

Because our system uses end-to-end encryption, we do not have access to the encryption code and cannot provide it. This ensures your data remains secure and private.

What happens if you forget your access code?

Encrypted forms use end-to-end encryption, which means your access code is encrypted on our end. Since it’s encrypted, we cannot access your data, so if you forget your access code, your data is considered lost. We recommend storing your access code in a safe place or creating an access code that’s easy to remember.
Let us know if you need any more help.