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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.
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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.
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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.