Fiddler Jam  FAQs

A licensed product unlocks every feature offered in Fiddler Jam and the Fiddler Jam Chrome extension. It provides dedicated technical support via email based on its plan of either standard or priority support. Active license holders will receive product updates as new features and fixes are made available.

You will need a license for each assigned user. A licensed user can open logs from an end-user and add them to the workspace. A user can also edit log data and add details to the capture.

The license holder can assign license users to the Fiddler dashboard. Within the dashboard, license holders can assign users to seats, and all assigned users will automatically receive notifications about their access to the portal.

What’s the role of a license holder?  

The license holder is the individual managing the account. In this role, the license holder can assign seats, increase/decrease the number of seats and update payment details. The license holder is assigned a seat by default.  

What is the role of a user?  

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 limits on the number of users, except for the business plan, which offers unlimited user assignments.

The Fiddler Jam portal is a hosted service and does require installation. The Fiddler Jam Chrome Extension can be added to the browser on multiple machines that support Chrome.

After the subscription expires, you lose access to the Fiddler Jam portal, including the Fiddler Jam workspace. The Chrome 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.

If you need to change the license holder, please submit a request via email to our support team at support@getfiddler.com.

You can use a credit card to purchase a license of Fiddler Jam via our secure shopping cart or over the phone at 888-365-2779. We accept Visa, MasterCard, Discover, American Express, JCB, Diners Club and Carte Blanche.

If 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.

Your transaction is processed through Stripe.com. All payments are encrypted, and your credentials and payment method are isolated for security. Your purchase does not hit our servers. If you need a purchase order or an alternative option, we have an in-house sales department that can assist you. You can reach them at https://www.telerik.com/contact

You can purchase a license and assign the seat to someone else. The license user will automatically receive an email with further instructions on how to use the license.

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

At any time, your past invoices are available for download at https://dashboard.getfiddler.com/.

If you are an educational or a non-profit organization, contact our sales team here https://www.telerik.com/contact. Discounts are offered provided that the license 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.

Yes, we do. If you need more than 20 licenses, please contact sales to discuss your specific needs at Telerik-sales@progress.com.

Your plan automatically renews on a monthly or annual basis, depending on your selection.

All invoices and payment details, including transaction history, are available to you through the account administration dashboard. https://dashboard.getfiddler.com/

Yes, if an attempt to charge the credit card on file fails, you will be notified via email with instructions on updating your credit card information online. 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 at any time via your Fiddler Jam account management dashboard here: https://dashboard.getfiddler.com/. Under the Saved Cards tab in the dashboard, you can add a new payment method and delete cards on file.

You can cancel your enrollment any time via your Fiddler Jam account (“Manage > Subscriptions.”)

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 annual renewal period, providing the details about pending renewals, how to contact us with any updates to the card number or expiration date or to make changes to your membership options. The email will also include information about how to cancel the auto-renewal agreement.

Please contact us at support@getfiddler.com to receive details about moving your Fiddler Jam subscription plan from monthly payments to an annual payment.

If you tried to upgrade your current Fiddler Jam plan to a higher tier (e.g., from Starter to Growth) but the card payment was declined, the following error message will appear: “Cannot retrieve new subscription information.

Please go to the Invoice tab and check the status of your payment.” To work around your failed payment, open the Invoices tab and check the status of the invoice.

If you receive an invoice marked as FAILED, your next step is to locate the PAY NOW button. By selecting the PAY NOW button, it will take you to the payment portal powered by Stripe. From here, you can reinitiate the payment to complete the transaction.

When using a card that requires 3DS for each transaction, buying additional seats will display a page with a "Transaction Failed" message. The same message will appear if the credit card has expired since the last payment or if there are insufficient funds.

To complete your transaction, you will need to click the Stripe link from the message page. The Stripe link is located under "Please review and pay your invoice by clicking on the link below." Once you click the link, proceed with finalizing the payments in Stripe as directed.

Alternatively, you can return to the main dashboard screen and navigate to the Invoices tab. Two actions can be taken from there—use the direct link to the Stripe invoice or use the PAY NOW button.

When using a card that requires 3DS for each transaction, the automatic renewal will not work. You will receive an email with information for the failed payment, and the subscription will be canceled after 24 hours.

You may also run into this issue if the credit card on file had reached its expiration or fund are inadequate. To proceed with payment, use the invoice link provided in the communication you receive via email, and it will take you directly to the Stripe invoicing system.

Alternatively, you can use the Invoices tab in the main dashboard and then click on the PAY NOW button to proceed with the payment securely in Stripe.

In case the credit card used for payment has expired, an error message will appear:

“Error while confirming card payment! Your card has expired.”

Your next step will be to select the NEW CARD button and enter your credit card account details for a card with a valid expiration date. Alternatively, you can return to the main dashboard screen and navigate to the Invoices tab. From the Invoices tab, you can either choose PAY NOW or click on the Invoice link on the left side. Both actions will take you to Stripe, Fiddler's secure payment processing system.

If your bank declines the transaction due to insufficient funds, you will receive the following error message: “Error while confirming card payment! Your card has insufficient funds.”

One recommendation is to contact your financial institution to confirm your account balance is sufficient to cover the charge. If you need to modify the method of payment on file for this transaction, utilize the NEW CARD button to provide an alternative payment method.

Alternatively, you can return to the main dashboard screen and then navigate to the Invoices tab. From the Invoices tab, you can either choose PAY NOW or click on the Invoice link on the left side. Both actions will take you to Stripe, Fiddler's secure payment processing system.

If the credit card used for a payment transaction fails the 3DS verification, you will receive the following error message: “Error while confirming card payment! 3D Secure Authentication failed. Please try again.”

If you receive this error, proceed by confirming the accuracy of the data and then proceed by reentering the payment details. To try the payment again, click on the PAY button and enter the valid 3DS code.