Fiddler Jam  FAQs

A license/seat gives access to the Fiddler Jam portal and the Fiddler Jam browser extension, all features offered in the subscription plan, and product updates as new features and fixes are made available. Active licenses/seats also have access to dedicated technical support based on the subscription plan of either standard or priority support.

You will need a license/seat for each assigned user. You can purchase multiple seats within one subscription.

The license holder can assign license users and managers through Your Account in the section Licensed Users and reassign them anytime. All assigned users and managers will automatically receive account activation emails if they do not have an existing Telerik account yet.

You can import/export a spreadsheet file for managing named license users. To create a new user list, use the template provided below. If you want to update an existing list, export your users first and then attach the updated .xlsx file. All assigned users will automatically receive credentials to log into the system. Also see the next question "What is the difference between license holder, user and manager?"

License holders are the recipients of the Fiddler subscription. By default, a license holder has an assigned seat and is also a license manager. However, the holder can remove themselves from the assigned seat and reassign it to another user. In this way, the license holder will remain only a license manager and will not have access to the product and technical support.

Managers can assign/unassign licenses seats, manage users' rights and make other people Managers. A Manager's role does not require a license, but a manager can also be a licensed user. If not a licensed user, the Manager does not have access to the products or technical support.

When license holders and managers are not users, they always have access to non-technical customer care related to account management, licensing, sales, renewals, etc

A user can open capture logs from an end-user and add them to the workspace. A user can also edit log data and add details to the capture. Depending on the subscription plan, there are differences in the features offered, except for the business plan, which provides the full range of the available features.

The Fiddler Jam portal is a hosted service and does not require installation. The Fiddler Jam Chrome Extension or Microsoft Edge Add-On can be added to the browser on multiple machines.

After the subscription expires, you lose access to the Fiddler Jam portal, including the Fiddler Jam workspace. The browser extension remains active for end-users, yet your ability to open captured logs, share and troubleshoot end-user issues ceases to exist with an expired subscription.

Transferring a subscription will change the license holder. This is different from the more common scenario to assign users or managers to a license. If you need to transfer a subscription to a new user, please request this via our Licensing Support page. We will need to know the email address of the new license holder. If there is no existing Telerik user for the specified email address, we will create one and the assignee will receive an account activation email in order to confirm their account.

You can use a credit card to purchase a subscription via our online shopping cart or over the phone. We accept Visa, MasterCard, Discover, American Express, JCB, Diners Club and Carte Blanche. Once the order is complete, you will receive the invoice and be able to access the product immediately. If you have a VAT identification number, you can enter it at checkout and the deductible amount will be subtracted from the payable amount.

In case your organization generates purchase orders, you can see our requirements here and send your PO to Telerik-sales@progress.com —we will process your order and send you an invoice. Our standard payment terms are NET 30. We accept wire transfers only in US dollars. Bank account information will be included in your invoice, or you will be able to pay with a credit card via the PayTrace link available on the PDF copy of the invoice.

If you need to proforma your invoice, get in touch with us at Telerik-sales@progress.com

We accept checks issued in US dollars sent to the address below. We will create a customer account and will enable your license(s) immediately after we clear the check.

Progress Software Corporation
15 Wayside Rd 4th Floor, Burlington, MA 01803

From the shopping cart, you can make the distinction between the billing contact and the license holder. The email address you enter for the license holder will be used to deliver the purchased subscription and license(s)/seat(s).

Yes, you can. If you would like to place an order through one of our resellers, please visit our Resellers page  for more information.

You can see your orders in Your Account under Your Orders.

Refunds are honored by special request only and cannot be guaranteed. We make refunds only in case a credit card was stolen and used to purchase a Fiddler product subscription. There are no refunds for any product purchases or renewals. To request a refund, please contact us with the reason(s) why you are requesting it, and a member of our team will respond promptly to your inquiry.

If you are an educational or a non-profit organization, contact our sales team https://www.telerik.com/contact. Discounts are offered provided that the subscription is purchased directly from Progress. We may ask for a document or confirmation email that clearly indicates that you are a member of the respective institution.

Please contact us for more information and tell us what competing products you own and the products from our portfolio that you wish to use.

By default, your plan renews automatically on a monthly or annual basis, depending on your selection, until you cancel your subscription. If your subscription is cancelled, you can resume it or renew it by logging into Your Account and going to the Your Licenses page. As a courtesy, you will receive a reminder email before your subscription expires and a post-expiration notification.

Yes, an invoice will be emailed to the email address you provided during the purchase process. Also, information is available via Licenses page (Your Account -> Your Licenses) and via Your Orders page (Your Account -> Your Orders)

Credit cards are automatically checked for their expiration dates before the charge date. The users will be notified via email with instructions to update their credit card information online. The first attempt to charge will be on the subscription expiration date, followed by three consecutive retries over the next nine days. We suggest making the requested updates immediately upon notification to ensure uninterrupted access to your support and maintenance subscription.

You can update your payment and enrollment status any time via Payment Method (Your Account -> Payment Method).

Please note that by disabling auto-renewal you trigger the cancellation of your subscription. You can cancel your subscription any time via the Your Licenses page (Your Account -> Your Licenses).

All Auto-Renewal Program cancellation requests must be made at least one business day prior to the date of your scheduled renewal charge. Requests made less than one business day prior to your scheduled charge may not be honored for that renewal period yet will be honored for all future renewals.

Your enrollment will continue from year to year or month to month, depending on your plan, unless canceled by either party. You will receive a reminder email before each renewal period, providing details about pending renewals.

You can upgrade from a monthly to an annual plan at any time via the Your Licenses page (Your Account -> Your Licenses) and click on the "Buy seats / Upgrade" button

You can contact customer support via the Support Center (Your Account -> Support Center -> Contact Us -> Licensing Support ), at sales@telerik.com or by calling +1 888-365-2779.

If an attempt to charge the credit card on file fails, you will be notified via email with instructions on how to update your credit card information online. Please note that we will retry a few times ahead of license expiration. We suggest making the requested updates immediately upon notification to ensure uninterrupted access to your support and maintenance subscription.

The account experience for all Fiddler products has been upgraded and the new system lives on Telerik.com. The current Fiddler account portal will be retired, therefore you received notification with details about migrating to Telerik.com based on your designated role.

No, only clients with accounts prior to November 8, 2022, are being prompted to begin migration. Any accounts created on the 8th of November and moving forward received the upgraded account experience roll-out automatically. No further action is required on your part.