30 Day email support address for new purchases?

[VMware Community Member]

I purchased (upgraded) to VMWare Workstation Pro v17 for Windows 11 support, but it is failing to install.  (see: LINK)  When I purchased it, it said I had 30 days of "email support".  Does anyone know the official e-mail support address, so I can follow-up and figure out how to get this software installed?  

 

[Technogeezer]

If you have a VMware account and registered your license purchase in the VMware customer connect portal, you should be able to open a service request using the following link: https://customerconnect.vmware.com/support/create-request/technical

Once you provide that information, any further contact with a support technician will be via email. 

[VMware Community Member]

Thanks, unfortunately, this was not possible, since I was unable to install the product, it was not activated, and thus I was not entitled to submit a support request.  I actually had to call and talk to someone, explain this to them, and they had to submit a support request on my behalf.

Hope this helps someone in the future.

[Technogeezer]

Interesting. I was under the impression that as long as the license was registered in your Customer Connect portal (which happens at purchase time if you purchased from VMware or manually through the portal) you should be able to open a support request. There was no requirement to install the product to “activate” it or the license. 

[VMware Community Member]

Yea, you are asked during the first step:  "Choose your Entitlement Account. Products within each Entitlement Account are listed under it's name."

Then you can get to adding details, but you are not allowed to submit because:  "The selected Entitlement Account has no products associated with it. Try selecting a different Entitlement Account to see the products you are entitled to."

I purchased via the VMWare website, so this did not seem to update anything that allowed me to bypass this limitation.