VMware Online Store Frequently Asked Questions

VMware Store FAQs

Segments/Volume Pricing or Discounts

VMware sells commercial and a very limited set of academic products through our online store. If you are interested in products not sold on the online store, volume pricing or are a Federal, Academic, Enterprise customer, please follow the appropriate process below:

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

A: 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 VMware Sales at: 877.486.9273, option #2 (Sales), option #3 (All other customers) and then select the correct prompt for your organization.

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

A: We offer discounts for large volume purchases and corporate license agreements.
For quantities of 50 or more, please call VMware Sales at 877.486.9273, option #2 (Sales), option #3 (All other customers) and then select the correct prompt for your organization.

Online Ordering Booking

Q: I cannot complete my order: I am having an issue navigating through your website.

A: For a step by step guide for purchasing, information is provided on the following link: kb.vmware.com/kb/2006980

Q: I am unable to place my order using PayPal.

A: You can receive web support by logging into My VMware.

  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under the Support tab
  3. 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
Otherwise please contact us from the local phone number displayed on the Contact us page and choose option ‘#0’ for Customer Care.

Q: I did not receive my license keys after purchasing online.

A: 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

Q: I cannot complete my order online; apparently my profile information is incorrect.

A: Please ensure your profile information is complete and that you are not using a PO Box number for address.

Q: I am using a PO Box and cannot complete my order.

A: You can receive web support by logging into My VMware.

  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under the Support tab
  3. 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
Otherwise please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

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

A: You can receive web support by logging into My VMware.

  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under thex Support tab
  3. 3. 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
Otherwise please contact us from the local phone number displayed on the Contact us page and choose option ‘#1’ for Licensing.

Tax & VAT

Q: Will I be charged sales tax?

A: United States Customers: VMware is required to charge tax to customers residing in each of the 46 states that impose a sales tax. Sales tax is applicable on all taxable orders; including those placed online. Please note that electronically downloaded software is taxable in most states.

Payment Options

Q: What payment methods are accepted through the online store?

A: VMware accepts credit cards Visa, Mastercard, American Express and Discover. In addition purchases can be made by wire transfer and PayPal.

Downloading Software

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

A: 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.

Licensing

Q: How do I register my license key?

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

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

A: For information about license key management, please see License key management in My VMware

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

A: Please see Upgrading license keys in My VMware

Q: Where can I read more about My VMware?

A: Please see My VMware FAQs

End User Licensing Agreements (EULA) and Support Terms and Conditions (T&C’s)

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

A: Please see the VMware Support Terms and Conditions

Q: Where can I read VMware’s End User Licensing Agreements?

A: Please see the VMware EULA Page by product.

Refunds Returns & Exchanges (Cancel Order)

Q: What is VMware's Online Store Return Policy?

A: 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.
  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under the Support tab
  3. 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.

Partner/Reseller

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

A: 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 credit card used must match the customer name.

Q: I would like to distribute or resell VMware products. How do I sign up?

A: If you would like to explore the possibility of reselling VMware products, please visit and contact Partner Support Center.

Trials & Evaluations

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

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

Product Questions

Q: I have a specific product question about Fusion or Workstation.

A: 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

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

A: Please contact our Sales team by calling 877.486.9273, option #2 (Sales), option #3 (All other customers) and then select the correct prompt for your organization size/type.

Technical Assistance

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

A: 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 MyVMware and create a support case.

Promotion Questions

Q: I have a question regarding an online promotion.

A: It is not possible to purchase a promotion after the expiration date of the promotion; however, if you are having an issue, Please call Customer Care by using the numbers on the Contact Us page and option ‘#0” they will help direct your call.

You can also receive web support by logging into My VMware.

  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under the Support tab
  3. Under ‘Product Licensing or Account’ select Product Category ‘Other’’ and click ‘Continue Support Request’ and the Support Request will be created

Upgrades

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

A: 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:

VMware Workstation upgrade path

Product New Product

VMware Workstation 8

VMware Workstation 10

VMware Workstation 9

VMware Workstation 10



VMware Fusion upgrade path

Product New Product

VMware Fusion 4

VMware Fusion 6 Standard

VMware Fusion 4

VMware Fusion 6 Professional

VMware Fusion 5 Standard

VMware Fusion 6 Standard

VMware Fusion 5 Professional

VMware Fusion 6 Professional

Parallel 7/8

VMware Fusion 6 Standard


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

Q: I would like to upgrade in volume.

A: You can receive web support by logging into My VMware.

  1. Log on to My VMware Portal
  2. Click ‘Get Support’ under the Support tab
  3. 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.

Contact Us

The following numbers are available to contact VMWare. After dialing the number, press #1 for Licensing, press ‘4 for Technical support and press #0 to connect to Customer support.

Argentina
English Language Support
0800 666 1426

Australia
English Language Support
1800 040 235
0386 237 2396

Austria: English Language Support
0800 201 241
0179 576 236

Belgium: English Language Support
0800 803 23
0800 803 22

Brazil
English Language Support
0800 891 4625

Canada
English Language Support
877 486 9273

Chile:
English Language Support
123 002 003 69

Czech Republic
English Language Support
800 555 613*

Denmark:
English Language Support
802 09909
383 23038

France:
English Language Support
017 123 0874

Germany:
English Language Support
0800 100 6711
0695 170 9016

India:
English Language Support
000 800 1005 869 (000 800 1005 VMW)

Ireland:
English Language Support
1800 882 408
016 569 152

Israel
English Language Support
1809447347

Italy
English Language Support
800 903 431
026 943 0373

Luxembourg
English Language Support
800 263 77
342 080 8187

Netherlands
English Language Support
0800 020 0940
020 200 8014

Norway:
English Language Support
800 301 37
231 628 33

Portugal:
English Language Support
800 844 797 *
* Land lines only.

Spain:
English Language Support
900 811 833
900 811 834

Switzerland:
English Language Support
0800 001 968
044 800 9974

United Arab Emirates
English Language Support
800 044 40405

United Kingdom
0800 032 7597
0207 136 8707

United States of America
English Language Support
877 486 9273 - Toll Free
650 475 5345 - Local

All other Countries, please contact our US number:
+1 650 475 5345
+1 877 486 9273