When calling in to Broadcom, make sure you indicate that you are calling regarding a web site access issue, not a product tech support issue. If I remember correctly, there's an automated prompt asking you this. It might help with some of the confusion (so they don't think that it's a product issue and go around and around).
Original Message:
Sent: Jun 06, 2025 06:08 PM
From: hollistonma
Subject: Create account, follow instructions, screening - Can't download
I followed the advice to call customer service and speak to a live representative. At first I was told that I needed an enterprise contract and I explained that it seems strange to make Fusion available without a paid license and then restrict updates to VMware Tools that are updated to keep up with security issues. Also explained I was unable to complete the profile. After two "please hold while I talk to a colleague", I was asked for my physical address location and told that I would receive an email to confirm as well. After responding to the email, I received a reply that the account was verified. Downloaded the new version of VMware Tools without a problem.
Thanks to @Technogeezer for continuing to support Fusion users!
------------------------------
Hollistonma
Original Message:
Sent: Jun 06, 2025 01:58 PM
From: Technogeezer
Subject: Create account, follow instructions, screening - Can't download
Glad that whatever they did worked. From personal experience I had 2 VMware accounts that got converted: one that I used to purchase and register VMware products (no service contracts involved, just licenses) and a test account with a different email that was used to exclusively test downloading the free personal use versions of Fusion 12 and 13.0.
The test account migrated with no problems. The other (the one with all my prior purchases) did not. My experience with the other account is likely what those with migrated VMware accounts are facing, and yes it points to flaws in the migration process.
------------------------------
- Paul (technogeezer)
vExpert 2025
Original Message:
Sent: Jun 06, 2025 12:36 PM
From: Eric Davis
Subject: Create account, follow instructions, screening - Can't download
Yes, it was a VMWare account. I received an update from support and they were able to verify my account and I can download the software. It does sound like the VMWare account migration process is broken. Thanks for the help!
Original Message:
Sent: Jun 04, 2025 07:29 PM
From: Paul Rockwell
Subject: Create account, follow instructions, screening - Can't download
Was your account one that was migrated from VMware? Those seem to be the ones that have the most problems. I think you'll find that the "trade issue" relates to verifying that your address is not on a list of trade-embargoed countries (export compliance). If the address didn't come over clean in the migration, their process doesn't seem to know how to get it fixed unless you talk to them.
- Paul (Technogeezer)
Original Message:
Sent: 6/4/2025 4:13:00 PM
From: Eric Davis
Subject: RE: Create account, follow instructions, screening - Can't download
I found some KBs (including the one you sent) and they all pretty much said to contact support. I was able to contact them and (like some of the KBs and forums said), the issue was with a missing physical address in my profile. Something about a "trade issue." I feel like this is such a common issue, that it's not the user but with the registration process. Of course, you can't just update your profile. You can "build your profile", but that appears to be for enterprise users, not consumers since it's asking for a SiteID, etc. Anyway, they said it would take 8 hours to get my profile updated. I'll post back when I find out more.
Here's the KB discussing the address issue: https://knowledge.broadcom.com/external/article/368588/
Original Message:
Sent: Jun 04, 2025 03:52 PM
From: Technogeezer
Subject: Create account, follow instructions, screening - Can't download
You might want to refer to the following for help if you continue to get the "Account verification is pending" message (especially the linked tech notes):
https://community.broadcom.com/blogs/julia-klaus/2025/05/25/trouble-downloading-fusion-or-workstation-account
Side notes:
Broadcom no longer provides downloads for Fusion versions earlier than 13.5.2, even if you paid for a license for Fusion 13. Their expectation is that you run the latest minor versions of Fusion 13 which do not require licensing. Which normally isn't a problem -- unless you're trying to run Fusion 13.0 or 13.1 on macOS Monterey (which by the way is unsupported by Apple). In which case, it's a big problem.
It's kind of obvious that Broadcom wants nothing more to do with perpetual licenses. They just haven't handled the transition very well (and that goes for all of their products, not just Fusion and Workstation). And it's kind of obvious that they really don't understand how to deal with free software for normal consumers - after all VMware had a much different way of doing business than Broadcom did, and Broadcom seems to think that the world is one of exclusively corporate customers.
It is unfortunate that Broadcom will not provide downloads of older versions of Fusion for which people have perpetual licenses, even if it may be for a version that's considered out-of-support (such as Fusion 12.x or older).
(In case you can't tell, I don't work for Broadcom...)
------------------------------
- Paul (technogeezer)
vExpert 2025
Original Message:
Sent: Jun 04, 2025 03:18 PM
From: Eric Davis
Subject: Create account, follow instructions, screening - Can't download
I'm not sure if my issue is the same, but I am trying to re-download Fusion 13 (macOS). I registered on the website, reset my password, verified my email, etc. Then when I try to download the software, I get the message: "Account verification is Pending. Please try after some time." Who is verifying my account? I didn't receive a followup email. What's frustrating is that I paid for the software before it was free. I can't download the software I have a paid license for. I need to download the software today. 
Original Message:
Sent: Jun 03, 2025 10:04 AM
From: Technogeezer
Subject: Create account, follow instructions, screening - Can't download
If you don't mind, can you answer a couple of questions. It might help other users or help bring the situation to the attention of Broadcom so they can fix whatever's going wrong.
Can you explain what you are seeing when you say "no download"?
------------------------------
- Paul (technogeezer)
vExpert 2025
Original Message:
Sent: May 30, 2025 11:44 PM
From: Tango Smith
Subject: Create account, follow instructions, screening - Can't download
Well. After being a long time user of VMware Fusion, i think i'm going to jump ship
Went through the entire process of registration on broadcom's website, verification, etc etc. Finally find my way to the download page, click accept, go through the additional screening to download Fusion, no download. Try another version, same thing. Try another MAC with another browser (Chrome, Firefox) and still the same issue.
Looks like Broadcom really doesn't want me using Fusion. I guess it's goodbye then