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My VMware FAQ (2014350)

Purpose

This article provides answers to frequently asked questions about My VMware.

Resolution

This FAQ provides answers to commonly asked questions in these categories:

General Questions

What is My VMware?
My VMware transforms your product license and support management experience by providing a new integrated, self-service, account-based interface focused on simplifying and streamlining your online activities with VMware.
 
How do I navigate My VMware?
To familiarize yourself with My VMware, take the Guided Tour.
 
How do I log in to My VMware?
To log in to My VMware, use your existing VMware credentials. If you do not have a profile, you can create one. For more information, see Creating a My VMware profile (2007005).
 
Is there a login timeout in My VMware?
My VMware has a 25 minute login timeout.
 
What browsers are supported with My VMware?
You can use My VMware with any browser.
 
Why does my information look differently than what it looked like in Beta? I haven't changed anything since last year.
The beta environment was based on data from January, 2012. In addition, VMware has used customer feedback from the Beta to make enhancements.

My VMware Profile

How do I get a profile?
For information on creating a profile, see Creating a My VMware profile (2007005).

Can I update the email address associated with my profile?
Yes. For information on updating your email address, see Viewing and updating your My VMware profile (2007008).

How do I reset my password?
For information on resetting your password, see Resetting your My VMware password (2013961).

How do I recover a lost password?
For information on recovering a lost password, see Recovering a forgotten My VMware password (2013963).

How do I deactivate my profile?
For information on deactivating a profile, see Deactivating your My VMware profile (2013926).
 
Can I reactivate my profile if I deactivate it?
No. A deactivated profile cannot be reactivated. You must create a new profile.
 
Does a My VMware profile allow me to log in to Partner Central?
No. Your Partner Central account has a log in email address with a .vmw extension (similar to your@emailaddress.com.vmw), whereas your My VMware log in email address does not (similar to your@emailaddress.com). For information on registering with Partner Central, see Registering with Partner Central (2017710).
 
What is my Customer Number? How do I know what it is?
For more information about your Customer Number, see Customer Numbers in My VMware (2013927).

Accounts

Why is my account number important and when should I use it?
For information about your account number, see Accounts and account numbers in My VMware (2011009).
 
I am associated with multiple accounts. How can I change my default account?
For information on changing your default account, see Account Summary in My VMware (2006983).
 
How do I add a user to my account?
If you have the appropriate permissions, you can add any user to your account. All existing License and Support Administrators, as well as any Registered Users, are added to an account automatically. For more information, see Adding and removing users in My VMware (2016235).

Will third parties outside my organization be able to access my account? Can I add someone from another organization?
Yes. You can grant third party access to your account. VMware does not give third party access to your account unless they associated to your account before the launch of My VMware.

Can accounts be split or merged?
Accounts can be merged and split with the assistance of VMware Support. For more information, see My VMware account administration tasks that require VMware support (2006987), License Assignment and Transfer Form (LATF) (2016482), and Account Change Form (ACF) (2016489).
 
How are accounts named?
Each account name in My VMware is derived by the organization’s name that was used in the Purchase Order for the products associated to that account.
 
How many users can you have on an account?
There is no limit to how many users you can have an account.
 
I have access to an account that is unknown to me. Why? Can the users on that account see my data?
You have the same access in My VMware as you did in the old portal, but a Super User or Procurement Contact may have added you to an account. Other users on the account can see the same account information that you can, and they can see your name and email address, but they cannot see your personal profile information.

Users and Permissions

How are permissions assigned?
Permissions are assigned at the folder level. For more information, see Users and permissions in My VMware (2006977).
What permissions are available in My VMware?
For a matrix of all permissions, see Users and permissions in My VMware (2006977).
 
What roles are assigned in My VMware? What happens to the old roles?
For information about roles in My VMware, and what happens to old roles (such as the PLA, SLA, SU, and RU), see Roles in My VMware (2016898).
 
What is the Administrator role?
For information on the Administrator role, see Administrator role in My VMware (2035526).
 
Who has the Super User and Procurement Contact roles? How were they designated? Can they be changed?
For information on these roles, see Roles in My VMware (2016898) and Super Users and Procurement Contacts in My VMware (2011011).
 
I’m the Super User and I shouldn’t be. What do I do?
For information on changing the Super User and Procurement Contact, see Super Users and Procurement Contacts in My VMware (2011011).
 
I’m not the Super User and I should be. What do I do?
Contact the Super User and ask for the role to be transferred. For information on determining the Super User, see Super Users and Procurement Contacts in My VMware (2011011).
 
Why can't I remove the Super User or Procurement Contact?
You cannot remove these users. You have to replace them. For more information on changing the Super User and Procurement Contact, see Super Users and Procurement Contacts in My VMware (2011011).
 
Can I add another Super User or Procurement Contact?
There can only be one Super User or Procurement Contact.
 
Why am I seeing so many users in an account or in a folder?
The same users have access to account and folders in My VMware, but you did not see Registered users in the old portal. All users are visible in My VMware.
 
I don’t recognize a user. What do I do?
Super Users, Procurement Contacts, and users with Manage Folders & User Permissions rights can add users to and remove users from an account. Contact these users to determine if the user should be on the account and, if necessary, get the user removed.
 
Why there is a lock sign besides my permissions?
A lock indicates that you cannot edit a permission. For example, you may see the lock because the Super User or Procurement Contact cannot take away their own permissions or because you do not have permissions to edit.
 
Are users notified when their permissions have been changed?
When your permissions change, you see an alert. For more information about alerts, see Alerts in My VMware (2006984).
 
Can the Super User be someone from a different domain?
Yes. There are no restrictions on who can be the Super User.

Licenses and Folders

How can I manage folders?
For information on creating, deleting, moving, renaming, and finding folders, see Folder management in My VMware (2011222).
 
Who can manage folders?
Super Users, Procurement Contacts, Administrators, and users with Manage Folders & User Permissions rights can add, delete, move, and rename folders.
I don’t recognize the name of a folder. How are folders named?
At launch, folder names in My VMware are the names of the PLA that was listed on the Purchase Order for the products located in a particular folder. For information on renaming folders, see Folder management in My VMware (2011222).
 
Why was I able to create two folders with the same name?
A sub-folder can have the same name as its parent folder. However, a sub-folder cannot have the same name as another sub-folder.
 
How can I view my license keys?
For information on viewing license keys, see Viewing license keys in My VMware (2006831).
 
Can I combine and divide license keys?
Yes. For information on combining and dividing license keys, see Combining license keys in My VMware (2006973) and Dividing license keys in My VMware (2006972).
 
Can I upgrade and downgrade license keys?
Yes. For information on upgrading and downgrading license keys, see Upgrading license keys in My VMware (2006974) and Downgrading license keys in My VMware (2006975).
 
How do I access VI3 licenses?
You can access VI3 licenses on the VI3 License Portal.
 
I’m not seeing licenses that I should be. Where are they?
If you think licenses are missing, see Missing licenses in your My VMware account (2014346).
 
I’m seeing licenses I do not recognize. Where do they come from?
If you don't recognize a license, you may be associated with a folder that had a common Primary License Administrator (PLA) in the old portal.
 
Can I export my license keys to an Excel spreadsheet?

Contracts and Orders

Where can I view my contract history?
You can view your support contract history on the Support Contract History page. For more information, see Viewing Support Contract history in My VMware (2006981).
 
How can I renew a contract?
For information on renewing a support contract, see Requesting a support contract renewal quote in My VMware (2006982)
 
How do I view my orders?
For more information on viewing your order history, see Viewing account activities and order history in My VMware (2006979).
 
I’m missing contracts. Why?
Contracts older than May 2008 are not converted into My VMware.
 
How will I know if a contract is about to expire?
When a contract is about to expire, you will get an alert. For more information about alerts, see Alerts in My VMware (2006984).

Other

How do I unsubscribe from communications from VMware?
You can subscribe to and unsubscribe from:
  • Email notifications for license and account management alerts
  • Event notifications, newsletters, and product information

For more information on changing these settings, see Viewing and updating your My VMware profile (2007008).

Can I change the options in the Quick Link menu?
No, you cannot change these options.
 
Why is the My Download History page empty?
For more information on this issue, see My Download History is blank in My VMware (2017170).

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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