Frequently Asked Questions

VMware Store FAQs


Online Ordering Booking

Q: Can I book my online order over the phone?

A: 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.

Q: Can you guide my through the purchase path on your webstore?

A: For a step by step guide for purchasing, please Click Here

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 into the My VMware portal using your VMware.com account credentials.
  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 to speak to Licensing.

Q: I am unable to place my order using PayPal, Wire Transfer or Real time bank transfer.

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

  1. Log into the My VMware portal using your VMware.com account credentials.
  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 call us using the numbers 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.
You can also receive web support by logging into My VMware:
  1. Log into the My VMware portal using your VMware.com account credentials.
  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 to speak to Licensing.

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

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

  1. Log into the My VMware portal using your VMware.com account credentials.
  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.
If you have not purchased to us prior to this and have not entered your customer details, you can call us. Local numbers are available at the contact us page.

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

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

  1. Log into the My VMware portal using your VMware.com account credentials..
  2. Click ‘Get Support’ under the Support tab.
  3. Under ‘General Inquiry’ select the Problem Category ‘User Profile’ 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 to speak to Licensing.

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 into the My VMware portal using your VMware.com account credentials.
  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 to speak to Licensing.


VAT

Q: Will I be charged VAT?

A: VAT charges are applicable only in Europe. All transactions on our online webstore are through Digital River International, S.à.r.l based in Luxembourg. The VAT charge is calculated at 15%.

For example, If the product price is £50 then the VAT charge would be £7.5. In this case, the VAT charge and total would be £57.50. If you are a business, please enter your VAT registration number which is asked in the checkout process. Within the EU, VAT may be accounted for by your company, under the reverse charge (self-assessment) mechanism. Your company will not be charged VAT at this time if eligible.

Please note that the proper format for entering VAT during your purchase is your two digit country code followed by a space, followed by your VAT ID, for example, FR 123456.

If you are purchasing from Australia, you do not pay GST as all our orders for Australia are through Digital River SRL located in Luxembourg.

Q: Can I get a refund for VAT, I accidentally paid?

A: When you order, you are provided with a VAT invoice, (we can resend this if required). Your account should be able to request the refund as part of your tax return with the VAT invoice.

Q: I work for the government and have no VAT number?

A: When you order pay in full, you are provided with a VAT invoice, (we can resend this if required). Your departmental account should be able to request the refund as part of your tax return with the VAT invoice.

Q: What are Digital River’s company details?

A: Name: Digital River International, S.à.r.l.,
Company Number: B 114146
VAT Number: LU21025032
Registered Office: 9b, Boulevard du Prince Henri, L-1724 Luxembourg

Q: I am outside the EU and see VAT in the pricing, why?

A: When you checkout and enter your country, the price of the order will change before final confirmation.


Academic and Volume Price Discounts

Q: I am an Academic customer, am I 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 academic products. Our Academic store is available here
For academics we provide discounted versions of Fusion/Workstation and vSphere Essentials.

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

A: 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, please use our Find a Reseller tool to your nearest reseller.


Payment Options

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

A: VMware accepts credit cards Visa, Mastercard, American Express, Paypal, Wire Transfer, Real time banking transfers.


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 which 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:

  1. Log into the My VMware portal using your VMware.com account credentials.
  2. Click ‘Get Support’ under the Support tab.
  3. Under ‘General Inquiry’ select the Problem Category ‘Downloads 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 to speak to Licensing.


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 into the My VMware portal using your VMware.com account credentials.
  2. Click ‘Get Support’ under the Support tab.
  3. 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.

Q: Is it possible to get an extension on my evaluation?

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

  1. Log into the My VMware portal using your VMware.com account credentials.
  2. Click ‘Get Support’ under the Support tab.
  3. 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.


Product Questions

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

A: For Questions about Fusion, please visit our Fusion Support center.

For Questions about Workstation, please visit Workstation Support center.

For Questions about vSphere, please visit our vSphere Support center.

For Questions about any other products, please visit the relevant support center.

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

A: Please locate and contact your local sales partner through our Partner Finder Tool.


Technical Assistance

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

A: lease 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 VMware 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 expiry date of the promotion however if you are having issues, please call Customer care by using the numbers on our Contact Us page and option #0 for Customer Care, they will help direct your call.
You can receive web support by logging into My VMware:

  1. Log into the My VMware portal using your VMware.com account credentials.
  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 into the My VMware portal using your VMware.com account credentials.
  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