Submitted Forms Not Showing on Server + Cannot Re-Submit via KoboCollect

Hello Kobo Community,

We’re facing an issue with our project that we’re hoping to get some help with.

Summary of the Issue:
Some of our enumerators submitted finalized forms using the KoboCollect app on Android tablets, but these submissions are not appearing on the KoboToolbox server. Unfortunately, they are now unable to resubmit the same forms — KoboCollect treats them as already submitted, and the forms are no longer available in “Edit Saved Form” or “Send Finalized Form”.

What We’ve Tried So Far:

  • Ensured internet was available during submission
  • Confirmed project and form are still active and accepting data
  • Checked all sections of the KoboCollect app (Sent, Saved, Finalized) — the forms are no longer visible
  • Looked on the KoboToolbox web server under Data > Table — nothing is reflected there

Request for Help:

  • How can we recover these submissions from the devices?
  • Is it possible to manually upload the XML files if we extract them from the /instances folder?
  • Is there a way to reset KoboCollect’s submission status so the forms can be resent?

We would really appreciate any suggestions or similar experiences from the community. This is quite urgent for us as the data collection timeline is tight.

Thank you in advance for your support!

Welcome to the community, @evaluation2025! Does any of your team member have access to your KoboToolbox account? Have you shared your credentials with any one else? How have you configured your enumerators app? Could you share with me a screenshot of your app from under the Settings>Server so that I could understand your issue much better?