FAQs | United States

VMware Store FAQs

Product Information

I have a specific product question.

For questions about Fusion, please visit our Fusion Support center: http://www.vmware.com/support/fusion/
For questions about Workstation, please visit Workstation Support center: http://www.vmware.com/support/workstation.html
For questions about vSphere, please visit our vSphere Support center: http://www.vmware.com/support/vsphere/
For questions about any other products, please visit the relevant support center: http://www.vmware.com/support.html

I need some help figuring out which product or version is right for my company.

For products related to a PC or Mac, please contact our desktop-services support department at desktop-services@vmware.com.

For questions about other products, please contact your local partner or alternatively call VMware sales and choose option #2 for Sales.

How do I get trial or evaluation use of products before I purchase?

Please visit our product evaluation page and select the product you are interested in evaluating.

Is it possible to get an extension on my evaluation?
    You can receive web support by logging into My VMware:
  • Log into the My VMware portal using your VMware.com account credentials.
  • Click ‘Get Support’ under the Support tab.
  • Under ‘General Inquiry’ select the Problem Category ‘Evaluation’ and click “Continue Support Request’ and the Support Request will be created

Otherwise, please contact us from the local phone number displayed on the Contact Us page and choose option #0 to speak to a Customer Care representative. A customer care rep will evaluate your situation and determine if you/your business qualifies for an extension.

Order & Upgrades

Can I book my online order over the phone?

We provide support with any issues you may have in the purchase process of our products. We do not book orders directly over the phones for the store. Orders are available for purchase through our online store and through our partners and resellers.

I have added a product to my basket, but my basket remains empty when I proceed to the next page.

This is usually caused by a caching issue in the local browser. Please delete your cookies and cache and try again.

I receive a system error when purchasing

First try deleting your local cache and cookies in your browser. If there error still occurs:

    For existing VMware customers, you can also receive web support by logging into My VMware.
  • Log on to My VMware portal
  • Click ‘Get Support’ under the Support tab.
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

For new customers contact us at desktop-services@vmware.com.

I am a Government or Academic customer, am I am able to purchase SKU’s or receive special pricing/discounts?

For academic discounts, please visit our academic page on the webstore. If one is available for your region, a link is provided on the store home page.

If you have a tax exemption certificate, please email a copy along with your online order number to desktop-services@vmware.com where a tax refund will be given. We cannot do this prior to you booking your order.

Commercial products and warranties represented on this website may differ from the warranties provided with our government and academic products.

For specific questions regarding Government or Academic products or pricing, please contact your local VMware sales team or local reseller, distributor or consultant using our Partner Locator.

Do you have site licenses available for large companies or institutions?

We offer discounts for large volume purchases and corporate license agreements. For quantities of 50 or more, please contact a local partner or VMware Sales.

I am a partner who would like to purchase products on behalf of a customer.

At this time we do not offer the ability for a partner to purchase products on behalf of a customer through the online store. The MyVMware account created when ordering must be the end customer’s name.

I would like to purchase self-help documentation and additional support, but cannot find on online store.

Self-help documentation and support is available from our VMware Support web site. To purchase printed documentation or additional support, please contact VMware Sales or a VMware authorized reseller.

Can I change my VMware Workstation license from Windows to Linux or vice versa?

No. Both products provide the same powerful features, but each is specifically designed for the operating system on which it runs. It is not possible to "swap" or "transfer" licenses across platforms in an upgrade.

An online promotion has expired. Can I still purchase?

It is not possible to purchase a promotion after the expiration date of the promotion; however, if you are having an issue, please contact our desktop services support department at desktop-services@vmware.com.

    For existing VMware customers, you can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

For new customers for support through the ordering process, please email desktop-services@vmware.com.

How do I confirm if I am eligible for an upgrade?

VMware sells a limited set of upgrades through our online store including Workstation, Fusion, as well as a limited set of vSphere and vCloud upgrades.

For Fusion and VMWare Workstation upgrades:

If you have existing licenses for Workstation and Fusion, you can purchase the upgrade for each product through our online stores.

For vSphere product upgrades:
Please visit our product support pages to see if you are entitled to upgrades at http://www.vmware.com/support/vsphere/.

I would like to upgrade in volume.
    You can receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘General Inquiry’ select Product Category ‘Sales’ and click ‘Continue Support Request’ and the Support Request will be created

Otherwise please contact us from the local phone number displayed on the Contact Us page and choose option ‘#0’ for Customer Care.

I cannot select my license for an upgrade though the MyVMware portal.

Please see Upgrading license keys in My VMware.

Payment and Receipts

I don't have a credit card. How can I buy it?

Depending on the local store, we provide various methods of payment.

I am unable to place my order using Paypal, Wire Transfer, Real Time bank transfer or my local payment facility.

For new customers, please contact us at desktop-services@vmware.com for desktop-related. For other products, please contact a local partner.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created
I am using a PO Box and cannot complete my order.

For new customers, please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created

Alternatively, you can also contact us for assistance.

My credit card is not accepted and I am receiving an “Authorization Failed Message.

For new customers, please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created

Alternatively, you can also contact us for assistance.

What payment methods are accepted through the online store?

VMware accepts major credit cards Visa, Mastercard & American Express. In addition, purchases can be made by wire transfer and PayPal. Local payment services are accepted on some of the online stores.

Within certain countries within the EU, Purchase Orders are accepted.

I wish to receive a formal invoice for my order.

You will receive an acknowledgement of your order when you purchase. A formal invoice will be emailed to you a few hours after your order. If you do not see this, please check your junk mail. If you still have not received the formal invoice, please contact us at desktop-services@vmware.com

Returns and Cancellations

What is VMware's Online Store Return Policy?

VMware provides a free 30 /60-day evaluation license to prospective customers for many VMware full-featured software products. We encourage you to evaluate these products prior to purchase in order to determine whether the products are suitable for your needs.

    If you should still have issues with your software, please contact us from the local phone number displayed on the Contact Us page and choose option ‘#0’ to speak to a Customer Care representative. Please provide the following information:
  • Original Order number
  • The name of the VMware product you are returning
  • Customer name
  • Customer email address
    You can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘General Inquiry’ select the Problem Category “Online Store” and click “Continue Support Request” and the Support Request will be created

Note: This return policy only applies to customers who purchased directly from VMware Store.

License Agreements & Terms and Conditions

Where can I view the VMware End User License Agreements?

Please visit VMware EULA Page by product. 

Where can I read VMware’s Support Terms and Conditions?

Please visit VMware Support Terms and Conditions

Privacy and Security

Are VMware Store transactions secured?

VMware is working with the top companies in the field of Internet security, including Cybersource, to maximize the safety of the data you send us over the World Wide Web. All your online transactions are protected by the industry-standard SSL (Secure Sockets Layer) protocol, which uses encryption and authentication tools developed by RSA Data Security.. 

What if my network is behind a firewall?

Keep in mind that if your network operates behind a firewall, you may not be able to access our secure server. If that's the case, contact your local network administrator to resolve the problem. If you are still uncomfortable, please contact us

Technical Support

I did not receive my license keys after purchasing online.

    You can find your serial / license key by looking it up in the My VMware portal:
  • Log into the My VMware portal using your VMware.com account credentials
  • Select the License Keys option in Quick Links on the left hand side or from the drop down menu under Accounts

In addition to this, you will receive an email invoice that contains the license key for the product purchased.

How do I download copies of products I purchased through the online store?

When you purchased your software the confirmation page will include a download link that will take you directly to the correct download page for the product or products you purchased. In addition you will receive an email copy of your confirmation, which also includes the download link.

    You can also receive web support by logging into My VMware:
  • Log into the My VMware portal using your VMware.com account credentials
  • Click ‘Get Support’ under the Support tab.
  • Under ‘General Inquiry’ select the Problem Category ‘Downloads and click ‘Continue Support Request’ and the Support Request will be created.

Alternatively, please contact us from the local phone number displayed on the Contact Us page and choose option #1 to speak to Licensing.

How do I register my license key?

If you purchased the product from the VMware store, your license key is automatically registered. For more information, please see Registering a license key in My VMware.

How can I view, upgrade, divide, or combine my license keys?

For information about license key management, please visit Registering a license key in My VMware.

Where can I read more about My VMware?

Please visit My VMware FAQs

I need technical support for a product that I purchased through the online store.

Please contact Technical Support by using the numbers on our Contact us page and press option #4 (Technical support) and then follow the prompts according to your specific product. You can also log onto my My VMware and create a support case.

How can I renew my license?

Customers with expiring licenses will receive an email notification alerting them on the expiry of their licenses and how they can renew them.

For Personal Desktop products, customers have the option to renew online by logging into their My VMware Portal.

vSphere customers can approach local resellers or distributors to assist with the renewals.

    If you need further assistance, you can receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

Alternatively, Please contact us from the local phone number displayed on the Contact us page and option ‘#1” they will help direct your call.

Partner Fees

We have been trying to renew our VMWare membership via the online store with a credit card, but each time we select ‘continue’ the page is not loading and the payment looks to have not gone through.

For questions related to partner fees, please contact our partner support team by email at partnerportal@vmware.com with your Partner ID and the issue that you encounter.

We wish to pay our partner fee by purchase order.

For payment of partner fees through purchase order, please contact our partner support team by email partnerportal@vmware.com

Still need assistance?

Contact VMware
    You can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

Alternatively, Please contact us from the local phone number displayed on the Contact us page and option ‘#0” they will help direct your call.

Product Information
I have a specific product question.

For questions about Fusion, please visit our Fusion Support center: http://www.vmware.com/support/fusion/
For questions about Workstation, please visit Workstation Support center: http://www.vmware.com/support/workstation.html
For questions about vSphere, please visit our vSphere Support center: http://www.vmware.com/support/vsphere/
For questions about any other products, please visit the relevant support center: http://www.vmware.com/support.html

I need some help figuring out which product or version is right for my company.

For products related to a PC or Mac, please contact our desktop-services support department at desktop-services@vmware.com.

For questions about other products, please contact your local partner or alternatively call VMware sales and choose option #2 for Sales.

How do I get trial or evaluation use of products before I purchase?

Please visit our product evaluation page and select the product you are interested in evaluating.

Is it possible to get an extension on my evaluation?
    You can receive web support by logging into My VMware:
  • Log into the My VMware portal using your VMware.com account credentials.
  • Click ‘Get Support’ under the Support tab.
  • Under ‘General Inquiry’ select the Problem Category ‘Evaluation’ and click “Continue Support Request’ and the Support Request will be created

Otherwise, please contact us from the local phone number displayed on the Contact Us page and choose option #0 to speak to a Customer Care representative. A customer care rep will evaluate your situation and determine if you/your business qualifies for an extension.

Orders and Upgrades
Can I book my online order over the phone?

We provide support with any issues you may have in the purchase process of our products. We do not book orders directly over the phones for the store. Orders are available for purchase through our online store and through our partners and resellers.

I have added a product to my basket, but my basket remains empty when I proceed to the next page.

This is usually caused by a caching issue in the local browser. Please delete your cookies and cache and try again.

I receive a system error when purchasing

First try deleting your local cache and cookies in your browser. If there error still occurs:

    For existing VMware customers, you can also receive web support by logging into My VMware.
  • Log on to My VMware portal
  • Click ‘Get Support’ under the Support tab.
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

For new customers contact us at desktop-services@vmware.com.

I am a Government or Academic customer, am I am able to purchase SKU’s or receive special pricing/discounts?

For academic discounts, please visit our academic page on the webstore. If one is available for your region, a link is provided on the store home page.

If you have a tax exemption certificate, please email a copy along with your online order number to desktop-services@vmware.com where a tax refund will be given. We cannot do this prior to you booking your order.

Commercial products and warranties represented on this website may differ from the warranties provided with our government and academic products.

For specific questions regarding Government or Academic products or pricing, please contact your local VMware sales team or local reseller, distributor or consultant using our Partner Locator.

Do you have site licenses available for large companies or institutions?

We offer discounts for large volume purchases and corporate license agreements. For quantities of 50 or more, please contact a local partner or VMware Sales.

I am a partner who would like to purchase products on behalf of a customer.

At this time we do not offer the ability for a partner to purchase products on behalf of a customer through the online store. The MyVMware account created when ordering must be the end customer’s name.

I would like to purchase self-help documentation and additional support, but cannot find on online store.

Self-help documentation and support is available from our VMware Support web site. To purchase printed documentation or additional support, please contact VMware Sales or a VMware authorized reseller.

Can I change my VMware Workstation license from Windows to Linux or vice versa?

No. Both products provide the same powerful features, but each is specifically designed for the operating system on which it runs. It is not possible to "swap" or "transfer" licenses across platforms in an upgrade.

An online promotion has expired. Can I still purchase?

It is not possible to purchase a promotion after the expiration date of the promotion; however, if you are having an issue, please contact our desktop services support department at desktop-services@vmware.com.

    For existing VMware customers, you can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

For new customers for support through the ordering process, please email desktop-services@vmware.com.

How do I confirm if I am eligible for an upgrade?

VMware sells a limited set of upgrades through our online store including Workstation, Fusion, as well as a limited set of vSphere and vCloud upgrades.

For Fusion and VMWare Workstation upgrades:

If you have existing licenses for Workstation and Fusion, you can purchase the upgrade for each product through our online stores.

For vSphere product upgrades:
Please visit our product support pages to see if you are entitled to upgrades at http://www.vmware.com/support/vsphere/.

I would like to upgrade in volume.
    You can receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘General Inquiry’ select Product Category ‘Sales’ and click ‘Continue Support Request’ and the Support Request will be created

Otherwise please contact us from the local phone number displayed on the Contact Us page and choose option ‘#0’ for Customer Care.

I cannot select my license for an upgrade though the MyVMware portal.

Please see Upgrading license keys in My VMware.

Payments and Receipts
I don't have a credit card. How can I buy it?

Depending on the local store, we provide various methods of payment.

I am unable to place my order using Paypal, Wire Transfer, Real Time bank transfer or my local payment facility.

For new customers, please contact us at desktop-services@vmware.com for desktop-related. For other products, please contact a local partner.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created
I am using a PO Box and cannot complete my order.

For new customers, please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created

Alternatively, you can also contact us for assistance.

My credit card is not accepted and I am receiving an “Authorization Failed Message.

For new customers, please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

    For existing VMware customers, you can receive web support by logging into My VMware:
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select the Problem Category “Order Queries and Contract Updates” and click “Continue Support Request” and the Support Request will be created

Alternatively, you can also contact us for assistance.

What payment methods are accepted through the online store?

VMware accepts major credit cards Visa, Mastercard & American Express. In addition, purchases can be made by wire transfer and PayPal. Local payment services are accepted on some of the online stores.

Within certain countries within the EU, Purchase Orders are accepted.

I wish to receive a formal invoice for my order.

You will receive an acknowledgement of your order when you purchase. A formal invoice will be emailed to you a few hours after your order. If you do not see this, please check your junk mail. If you still have not received the formal invoice, please contact us at desktop-services@vmware.com

Returns and Cancellations
What is VMware's Online Store Return Policy?

VMware provides a free 30 /60-day evaluation license to prospective customers for many VMware full-featured software products. We encourage you to evaluate these products prior to purchase in order to determine whether the products are suitable for your needs.

    If you should still have issues with your software, please contact us from the local phone number displayed on the Contact Us page and choose option ‘#0’ to speak to a Customer Care representative. Please provide the following information:
  • Original Order number
  • The name of the VMware product you are returning
  • Customer name
  • Customer email address
    You can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘General Inquiry’ select the Problem Category “Online Store” and click “Continue Support Request” and the Support Request will be created

Note: This return policy only applies to customers who purchased directly from VMware Store.

License Agreements & Terms and Conditions
Privacy and Security
Are VMware Store transactions secured?

VMware is working with the top companies in the field of Internet security, including Cybersource, to maximize the safety of the data you send us over the World Wide Web. All your online transactions are protected by the industry-standard SSL (Secure Sockets Layer) protocol, which uses encryption and authentication tools developed by RSA Data Security.. 

What if my network is behind a firewall?

Keep in mind that if your network operates behind a firewall, you may not be able to access our secure server. If that's the case, contact your local network administrator to resolve the problem. If you are still uncomfortable, please contact us

Technical Support
I did not receive my license keys after purchasing online.

    You can find your serial / license key by looking it up in the My VMware portal:
  • Log into the My VMware portal using your VMware.com account credentials
  • Select the License Keys option in Quick Links on the left hand side or from the drop down menu under Accounts

In addition to this, you will receive an email invoice that contains the license key for the product purchased.

How do I download copies of products I purchased through the online store?

When you purchased your software the confirmation page will include a download link that will take you directly to the correct download page for the product or products you purchased. In addition you will receive an email copy of your confirmation, which also includes the download link.

    You can also receive web support by logging into My VMware:
  • Log into the My VMware portal using your VMware.com account credentials
  • Click ‘Get Support’ under the Support tab.
  • Under ‘General Inquiry’ select the Problem Category ‘Downloads and click ‘Continue Support Request’ and the Support Request will be created.

Alternatively, please contact us from the local phone number displayed on the Contact Us page and choose option #1 to speak to Licensing.

How do I register my license key?

If you purchased the product from the VMware store, your license key is automatically registered. For more information, please see Registering a license key in My VMware.

How can I view, upgrade, divide, or combine my license keys?

For information about license key management, please visit Registering a license key in My VMware.

Where can I read more about My VMware?

Please visit My VMware FAQs

I need technical support for a product that I purchased through the online store.

Please contact Technical Support by using the numbers on our Contact us page and press option #4 (Technical support) and then follow the prompts according to your specific product. You can also log onto my My VMware and create a support case.

How can I renew my license?

Customers with expiring licenses will receive an email notification alerting them on the expiry of their licenses and how they can renew them.

For Personal Desktop products, customers have the option to renew online by logging into their My VMware Portal.

vSphere customers can approach local resellers or distributors to assist with the renewals.

    If you need further assistance, you can receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

Alternatively, Please contact us from the local phone number displayed on the Contact us page and option ‘#1” they will help direct your call.

Partner Fees
We have been trying to renew our VMWare membership via the online store with a credit card, but each time we select ‘continue’ the page is not loading and the payment looks to have not gone through.

For questions related to partner fees, please contact our partner support team by email at partnerportal@vmware.com with your Partner ID and the issue that you encounter.

We wish to pay our partner fee by purchase order.

For payment of partner fees through purchase order, please contact our partner support team by email partnerportal@vmware.com

Still need assistance?
Contact VMware
    You can also receive web support by logging into My VMware.
  • Log on to My VMware Portal
  • Click ‘Get Support’ under the Support tab
  • Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

Alternatively, Please contact us from the local phone number displayed on the Contact us page and option ‘#0” they will help direct your call.