I don't have access to my licenses, I can't open a new case

[JACEK KUBIAK]

After transferring the vmware accounts to broadcom, I do not have access to my licenses, nor can I create a new case because every time I want to create a new case there is an error as in the screenshot. I don't have a siteid and can't get one. I have data from the email I received after renewing the support for wmware products

[Roumanille Alain]

I am a VMware partner and I have the same problem. No license and download!
The support and partner network cannot find a solution! Good luck

[Maurizio Bardella]

I contacted the support by phone(international call, no contact in Italy), the answer is: no SiteID for VMware Workstation Pro software.

Ask to the chat (Chat bot).

Please someone help us.

Also the dowload is not possible!

[Maurizio Bardella]

I have the same problem.

No license, no contact, impossible to call anyone.

I paid for nothing!

[Maurizio Bardella]

I have the same problem.

No license, no contact, impossible to call anyone.

I paid for nothing!

[Livio De Prisco]

Same problem here, we need a solution.

[Livio De Prisco]

Same problem here, we need a solution ASAP.

[BertrandW]

Hello.

Same problem here :-(

[Maurizio Bardella]

I made 2 International call and one call to Germany (Italy is not in the support list, Germany only speaks German, switzerland speaks english): the solution was to look at the chat.

In the chat (Chat bot) they sent me a link to a manual where it says that we need the siteID and we can have access to our licenses.

SOMEONE FROM BROADCOM HAVE TO HELP US!!!!!

[SomeUser]

You are not alone in this sick situation :). I have been trying to access the resources I had for a long time. (licenses and files). I created an account and they gave me some new license numbers. Since I have version 8, I can no longer download 5.5 for which I have a license and currently need it. I could download everything I had purchased on my.vmware.com, but that's it, it's gone. I understand people who report problems here and I do not understand why the my.vmware.com website was treated in such a way that we, as customers, lost access to all our resources. I'm feel so bad.

[Neverlyn]

After a couple of months, I finally received a response from their support. They can't find the serial numbers (which I had to provide to them) and seem unable or unwilling to help me further. So, I can only assume they can no longer access their old systems and data internally and cannot add my old licences back into their new system.

I guess being a VMware customer for 20 years means nothing... they seem determined to alienate long-term customers and kill off the desktop product lines.

Maybe it's time to re-enable Hyper-V on Windows and see how far it has come...

[UNKNOWN Admin]

Hi all,

I have the same problem. 

Please someone help us.

[Roumanille Alain]

I just learned that my VMware contracts are lost!
I understand that support does not voluntarily respond to requests but this is not the right business method.

Microsoft, Xen, etc.... will jump at the opportunity.

[RUIEJI LI]

Same here. I have Workstation Pro 17 licenses. But I dont have siteid, I can not download Workstation Pro 17 from "Broadcom Support Portal". It says "Not Entitled".

So I paid for what? Its ridiculous!

[Neverlyn]

@RUIEJI LI, there are two VMware Workstation Pro versions: commercial and personal. After clicking the "I agree to" checkbox, I could download the personal version. I can confirm that the personal version will accept my commercial serial (for now). I hope that helps.

[Maurizio Bardella]

SOMEONE FROM BROADCOM HAVE TO HELP US!!!!!

[Roumanille Alain]

Licenses no longer in hotline support are deleted
To recover contract licenses you need your Site ID, ask for it by telephone with your VMware contract number or from your partner.
Afterwards you have to follow the KB 145581 142873 188869
Patience and good luck

[Hao Nguyen]

I have the same problem here

[Grzegorz Bak]

I have the same problem! As VMware TAP member I can't find any details about the program or licenses I had! 

[Rockford Rollins]

The purchase of VMware by Broadcom is obviously the worst outcome. Trying to download software and get the "Not Entitled" error. When I am clearly entitled :). Open the chat, they give me a link to download the same software I am not entitled to download from navigating to the download file. Broadcom support is not customer focused and getting help is time consuming and frustrating. I wish I had some other alternative. 

[Neverlyn]

They won't help unless you have an active support contract; I had an open case, and this was their final reply:

"You can only find the products which have active contracts on Broadcom Support portal. Please reach out to sales or your reseller for further assistance.

As nothing pending from our end, this case will be archived."

[Mario Luethin]

The same here, no access to my active (until May 2025) vSphere Essential package.

I open a Service case but have no access to the ticket, and dont get any response.

itI think I'll have to look for another virtualization solution sooner than I thought.

[Roumanille Alain]

Register Sid ID requires validation of broadcom, but they do not validate.

And support does not respond to emails or on the support site.

For the support who reads this forum, change jobs !

[Cyrille MAULIN]

By chat, support ok about register Sid ID requires validation and give access to the licensing

[Roumanille Alain]

Here's a support person!

I have the problem on 2 accounts, the chat, a support case,... the same. And I'm not the only one!
Seriously, do you think that we are going to sell products where the customer will never be able to recover their license or download the product?

[Roumanille Alain]

I have 2 open calls at High-P2 level
The first one was 10:00 a.m. ago, and no one is processing it !!!

 

[Roumanille Alain]

For evaluation codes, you must make the request on the site, then contact support so that they can forward the request to the relevant department who will send you an email afterwards (maybe)
It's crazy.

[Roumanille Alain]

There's no point in opening cases, they don't process them! I'm closing my cases!

[Maurizio Bardella]

I asked the siteID from the seller, they gave me it but it is not working.

AGAIN, BROADCOM NEED TO HELP US!!!!

[Michael Schendel]

We have the same problem. No response from Broadcom! No chance without Site ID. That's crazy.

I think they have no interest in VMware customers. VMware's time is over with Broadcom. Selling VMware was not good, but selling to Broadcom is a disaster. After 12 years of VMware, it's back to Hyper-V :-(

[Morry Katz]

To find you Site ID, report issues related to your support portal, Accounts, or Entitlements, for the most rapid resolution please call [phone]. 

You can also open cases on the web if you have access and do not require real time support.  

International phone numbers and other support links can be found on https://support.broadcom.com/group/ecx/software-contact-support.

Finally, if you have already opened a case on the web and have not heard back from anyone in the time frame needed, please call the number above for more rapid resolution of your case.

Thank you!

[David8264]

THIS DOES NOT WORK!

When you call, if you don't have the correct site ID (which we don't, because (i'm guessing) during the import/conversion, something got jacked up) the number your provided WILL NOT DO ANYTHING!!! They told me, AND I QUOTE: "maybe just wait and it will fix itself".  

I DON'T HAVE DAYS TO WAIT - AND IT APPEARS THAT BROADCOM ISN'T INTERESTED IN FIXING THIS EITHER.  WE'RE GOING TO LOOK FOR A REPLACEMENT.

[Morry Katz]

David,

Do you have a case number?   If so, please send it to me so I can work on getting your existing case escalated.   If you do not have a case number already, please let me know and send me your name, company, and contact number so I can escalate your problem with enough information for someone to contact you.

Thank you! 

[David8264]

Oh, and the link in the post above (31) returns a 404.  LOL.

[Morry Katz]

I apologize that for some reason when posting the URL to this site, the site decided to include the period at the end of my sentence as part of the URL.   If you remove the period at the end of the URL, I believe you will be able to access the page.

However, this information is mostly for others who may read this thread as per my prior reply, please send me information directly and I will endeavor to get your case escalated and resolved.

[Roumanille Alain]

I am a reseller and it is very complicated for customers to register Site IDs if the email is not the exact company name. The support refuses the registration and when they call even providing the contract number and other information they are suspected of thieves.
This is not acceptable.

[BS_Mragowo]

I also have no idea how to get the siteID, unfortunately I speak English poorly, technical support does not respond to tickets, chat - no response from a live consultant. I currently have purchased support, but it does not exist at the moment.

The updates are very critical to cybersecurity and I don't have access to them or support.

[NTZK50]

I also have the same problem!

I called Broadcom several times, the lady on the phone just didn't want to understand that I didn't have a side ID... 
When I asked how I could verify the whole thing, she didn't answer me and avoided the question.

We need to reinstall our vCenter cluster asap, difficult without software...

I don't know what to do now because my hands are tied, this is so depressing!

[garrettirving]

This may be stating the obvious and I apologize if I am but I had to go through my vendor which was CDW at the time because I had the vSphere + and then complete the web to on prem licensing model. Then I could open cases. I also had vmware accidentally set me up with 2 accounts. One was a skyline account, and the other was the old perpetual model. If I were you, I would go directly to the people that sold you the licensing, then have a conference call if all goes nowhere. 

------------------------------
Garrett Larson
Systems Engineer 2
------------------------------

[David8264]

My vendor has been working on this as well.  They've been trying since Monday.  I was able to find my contract and account numbers, but even with those and the correct SiteID, they can't get me aligned with my organization.

[Roumanille Alain]

Resellers and distributors are not there to compensate for Broadcom's migration errors.

The simplest thing is to go to Broadcom support, even if it takes a lot of time and discouragement. And sometimes they don't succeed...

[Anthony McCartney]

The problem appears that you can't use support until you can prove and they have verified you to be able to use support. 

I did the whole "Build my profile" step last week - supposed to take 24 hours for verification - and it's still in a pending status. Working with my distributor who is in turn working with their Broadcom contact was told it shouldn't take this long but they can't work it until I put in a ticket. I can't put in a ticket because I'm not verified. and so the project /product is not available from the form. Fortunately, I do have my SiteID, so it's now a back-and-forth until someone who can authorize the correct access gets it done.

[BS_Mragowo]

However, you have to be patient. The connection with the consultant on the chat took 15-30 minutes each time, but I managed to connect 3 times. After verifying the vmware keys, they gave me my siteID and I was able to build a profile. Then, after 24 hours, as it still showed "Request sent for approval", I waited on the chat for a connection with a live consultant (20 minutes). It turned out that according to them, my email is PDL (which is not true) and they cannot approve my profile. After a short conversation and explaining that it is a company address, I gained access to vmware resources in broadcom.

[SimonShaw]

Seriously considering going to consumer affairs, this type of conduct is illegal in Australia.

I provided support my purchase receipt from VMware Workstation and was basically told to go away as there's no Site ID available for this.  On the other hand I could save a days worth of frustrating chasing my tail and just go with an alternative.

Broadcom turning an perfect ecosystem into a train wreck.

[NTZK50]

I tried this several times via Chat and Phone, did not came to an result...

Which options did you choose in the Chat Bot, it asks me frequently about my geo location and keeps resetting it to the main option menu. 

We are in contact with our distributor, who told us that many customers have this problem and that there is massive criticism.
Broadcom needs to come up with a comprehensive solution here, things cannot go on like this.

[SeymourBirkoff]

Yeah same issue here - unable to retrieve any information about old and currect licenses. I guess they ask for a law suite to get this settled.

[BS_Mragowo]

new converstation - VMware - Type a query - "need siteid" - no - no  - connect with live agent - english - Email ID "my email for vmware account" - I did not get Verification Code - Continue without email validation - I do not know my Site ID - Continue without a Site ID - Customer Care / Licensing - Chat with an Agent - Support Portal Help, now "Please wait a moment while we connect you to the next available Customer Care Agent." - long time waiting :)

[Michele Goracci]

Same problem

[Andrea Stradaroli]

We are in the same situation. New licences bought, updated profile with SiteID days ago. No access to keys, download and impossible to open a case. 

What are doing Broadcom!!!!