Getting Fed up !

  • 9 February 2022
  • 4 replies
  • 246 views

After a year with no problems even through bankruptcy and all the scale back and changes

I supported shadow and even committed to 1 yr to support the company!

Yesterday received notice that they could not bill my account!  

Being very satisfied  with the service and waiting 2 months for activation I do not want to lose the service I don’t want to lose it!

I tried resetting the payment method did not work!

Called my bank they said it was their end so I wrote as support ticked

The gave me some BS saying it was the issuing bank!

Spent a hour with my bank to track down the problem and they said it was rejected by Shadow because the billing address did not match….this was not a problem before payment went through many time before!

Tried to edit the billing address to match the debit card thier website did not allow me to do this

Wrote another support ticked they sent me a link to update my payment!!

The page did not allow me to change billing address or reset the debit card!!

 

Like I said love shadow as service but I will lose it because of their billing system and getting frustrated!

I will prob have to use a inferior service like Gforce :(

It gets me angry because I love and support shadow  but I think OVG did not want to keep the customers they just wanted to get the hardware cheap :(


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4 replies

Userlevel 5
Badge +5

Hello @Talon Draconis 

Very cool that you’ve found your way to this forum. Sadly we are not able to directly help you. I can just give you a few tips on how to solve this problem together with Shadow customer support. I recommend changing your billing address on your account page. Then, after you changed your address, contact customer support and ask them to update your billing address in their billing system. This is required because the bill, even if you change your address on the account page, will still be for the original address you provided. Once there is no address mismatch because Shadow updated your info in the backend your Bank should be able to transfer the money. It would be very sad for you to lose your subscription, I really understand this. I do definitely wish you good luck on your journey with support. Please remember: Always stay friendly. The customer support agents are just people like me and you. Some people don’t think about this, which is why I am telling you. If you wish, you can feel free to update me and the rest of the community on this matter in this forum thread!

Hello @Talon Draconis 

Very cool that you’ve found your way to this forum. Sadly we are not able to directly help you. I can just give you a few tips on how to solve this problem together with Shadow customer support. I recommend changing your billing address on your account page. Then, after you changed your address, contact customer support and ask them to update your billing address in their billing system. This is required because the bill, even if you change your address on the account page, will still be for the original address you provided. Once there is no address mismatch because Shadow updated your info in the backend your Bank should be able to transfer the money. It would be very sad for you to lose your subscription, I really understand this. I do definitely wish you good luck on your journey with support. Please remember: Always stay friendly. The customer support agents are just people like me and you. Some people don’t think about this, which is why I am telling you. If you wish, you can feel free to update me and the rest of the community on this matter in this forum thread!

Already tried changing my address on the web-page did not allow me to kept getting error something went  wrong.

I am very frustrated because it was working since I signed up in jan np and the web page wont let me do anything :(

Customer service says it’s a bank problem bank explained it’s their billing system :(

Yes I understand customer service have no control over a poorly designed system 😞 and don’t really blame them :(

But I am angry because it worked for over a year and I love shadow service and will lose my account because they are doing something that should be no problem but that said Gforce now has most of the games I play on shadow and is cheaper ;)

But I supported shadow when it was bankrupt and even willing to pay $30 bucks for it but will be forced to use a inferior service :(

Userlevel 5
Badge +5

@Talon Draconis Like I said, it is important to change the address on your account page AND tell them to take that address and replace it in the billing system as well. Only changing the address on the account page won’t help most likely.

Well I lost my shadow after a year of wonderful service :(

Because shadow became geobocked  and will not let me change my billing adress to match my credit card address although it accepted it for over 1yr :(

My sevice is ~21 ms ping but since it’s in Canada shadow tech support will not do anything :(

I am switching to Gforce now while not as versatile as shadow will run most of my game and the hardware is technically better for slightly cheaper although I would gladly pay double for shadow :(

Good bye Shadow !