Customer Invoice Frequently Asked Questions

I am a tax-exempt customer and I received an invoice with tax on it, can I submit my payment without tax?

You can either pay BMC Software the invoice amount minus the tax amount or wait until BMC Software issues you a corrected invoice and then submit payment. Either choice requires you to fax a copy of your Tax Exemption Certificate to Candy Hope at (713) 918-2837.

My invoice has the wrong billing address, install address and/or contact name.

Email Order_Services@bmc.com. Please reference the invoice number that requires the change and if this change should affect any other BMC Software products you have.

Quotes! What will my support cost be when it renews next year?

Please complete the Maintenance Quote Request Form.

Coterm! I want all of my products to renew at the same time on the same invoice.

This request must be made to BMC Software in writing. A co-term date can only alter the support end date, not the support start date. Please complete the Maintenance Quote Request Form.

How do I cancel maintenance on some of the product my company currently has with BMC Software?
BMC’s standard cancellation policy is: Customer may acquire BMC support services (“Support”) on an Order. Once Support is acquired for a Product, Customer is automatically enrolled in Support on an annual basis for all Licensed Capacity of that Product, unless either party terminates Support on all Licensed Capacity of a Product upon at least 30 days written notice prior to the next Support anniversary date. The annual fee for Support is based on BMC’s then-current Support price list. BMC may change its Support terms, to be effective upon Customer’s support anniversary date. BMC reserves the right to discontinue Support for a Product where BMC generally discontinues such services to all licensees of that Product. If Customer terminates Support and then re-enrolls in Support, BMC may charge Customer a reinstatement fee.

Please complete the Maintenance Cancellation Request Form.

Where do I send my payments? Can I pay online? Can I pay with a credit card?

Please reference the EFT Information Sheet to find out about Electronic Funds Transfer.

How do I contact the BMC Software Collections department?

Please call 1-800-841-2031, extension 81536 and ask for the Collections Department or email Collections@bmc.com.

Where do I go for Password and Key assistance?

Please call 1-800-841-2031 or email ContractsPasswordAdministration@bmc.com. Refer to the Licensing and Passwords page of the website.

How can I get the BMC Software W9 Form?

Download the W9 form in .pdf version now.

What is BMC license Purge process?

Please contact Support by calling 925-469-4200 or refer to the Licensing and Passwords page of the website.

Review instructions for using the purge form. Note: if you are transferring or inactivating licenses, please fill out the purge form and contact your maintenance renewal representative for their fax number.