The FAQ will not be updated between December 24 - January 3 due to the holidays. Stay safe and happy holidays everyone!
You will find below the anticipated release dates for Shadow Ultra and Shadow Infinite in the U.S. Please note, the information will remain up-to-date on a regular basis as the deployment progresses. It will be updated only when there’s new information to share.
Target release date per datacenter
last updated: January 8
Chicago & Texas
- Shadow Ultra: currently available for purchase
- Shadow Infinite: Sold out. We will update this FAQ when more becomes available.
- California: March 2021
- New York: Summer 2021
Frequently Asked Questions
last updated: December 9
[new] Can I change offers once I have a Shadow Ultra or Shadow Infinite account?
Once you’ve chosen a new offer, you are not able to downgrade to Shadow Boost or switch to the other new offer. Our teams will develop this feature soon.
[new] I am not seeing the option to upgrade to the new offers on my account page.
If you do not see the option to upgrade, please ensure you have an active Shadow Boost account (not legacy) and are based in the Chicago or Dallas datacenter.
If you meet the aforementioned criteria, please send in a support ticket about the issue so we can investigate.
[new] I have a legacy Shadow account, can I upgrade to a Shadow Ultra or Shadow Infinite account?
If you have a legacy Shadow account, please choose the Shadow Boost subscription on your account page. The option to upgrade to Shadow Ultra and Shadow Infinite will appear shortly after.
I have yearly commitment, what will happen to my subscription when I upgrade to Shadow Ultra or Shadow Infinite?
Once your new Shadow Ultra or Shadow Infinite account is ready to use, your yearly subscription will be renewed. Your new billing cycle will be based on the activation date of your Shadow Ultra or Shadow Infinite.
How long will it take for my Shadow Ultra or Shadow Infinite to be ready to use?
This will depend on the location of your account.
If you are located in our Chicago or Texas datacenter, activations will take place 24/7 (depending on availability) and you will get access to your account within 2 hours. Your hard drive will not require a reset, meaning you will keep your data.
If you are in the California or New York datacenter, activations will take place from Monday to Thursday, Midnight to 4pm (local time). You data will be reset during the migration, so make sure to backup your hard drive prior (you won't be able to do it during the migration).
Please note: migrations in the California & New York datacenters require a hard drive reset because your account is transfered to a new datacenter.
When will I be billed for my Shadow Ultra or Shadow Infinite account?
Your payment for Shadow Ultra or Shadow Infinite will be due on your next invoice. The current month will be payable on the next invoice as well.
For example: imagine you upgraded to Shadow Ultra, access it on January 15th, and your billing cycle is the 1st of every month. This means on February 1st, you will be billed the following: a full month of Shadow Ultra (for the month of February), 15 days (corresponding to the 15 days of Shadow Ultra in January) MINUS 15 days of Shadow Boost (the 15 days you used Shadow Ultra, you didn't have Shadow Boost).
Will I get notified when my Shadow is ready?
Yes, you will be sent an email as soon as your Shadow is ready to use!
Once my Shadow Ultra or Shadow Infinite is ready to use, what do I have to do to access it?
Once you receive the email letting you know your new configuration is ready, simply shutdown Windows on your Shadow, and start it up again.
What happens to my additional storage if I upgrade to Shadow Ultra or Infinite?
Your additional storage remains intact as an add-on to your base subscription.
How do I subscribe to Shadow Ultra or Shadow Infinite?
You must have a current Shadow Boost subscription. Since these offers are limited, we are giving priority access to our current community members.
You already have a Shadow Boost subscription? Then not only you are an amazing person, but you can also find our new offers in the "Subscription & Billing" tab of your account page.
Will Shadow Ultra and Shadow Infinite be available for non Shadow members?
As mentioned above, we are giving priority to our our current community members (people who have Shadow Boost). Pro tip: If you want to the new offers quickly, we recommend you subscribe to Shadow Boost, then upgrade to either Shadow Ultra or Shadow Infinite.
I'm upgraded to Shadow Ultra or Shadow Infinite, can I go back to Shadow Boost?
No, currently it is not possible to downgrade your subscription. We are working to develop this feature but it will not be available right away.
I have Shadow Boost with a no-commitment offer or in my last month of annual commitment, what subscription plan can I choose?
The one you prefer! You can choose either the monthly subscription or the annual subscription, which will be effective from the next invoice.
Don’t see the question(s) you’re looking for? Drop it in the comments below and we’ll get our best people on the job to give you a swift reply.