Sticky F.A.Q.

FAQ - Shadow Ultra & Infinite in the U.S.

FAQ - Shadow Ultra & Infinite in the U.S.
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[UPDATE 05/10/21] Shadow Ultra & Shadow Infinite have been cancelled in the U.S. for now. We will return when we have more information on the situation.  


Hey #TeamShadow, 

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: March 9

Chicago & Texas

  • Shadow Ultra: currently available for purchase [Read Update above]
  • Shadow Infinite: Sold out. We will update this FAQ when more becomes available.


Other Datacenters

  • California: March 2021 [ON HOLD]
  • New York: Summer 2021 [ON HOLD]

In light of Shadow’s current situation, we are unable to provide estimation dates for the rollout of Shadow Ultra & Shadow Infinite in California and New York. Read our full blog post to learn more about Shadow’s next stage. 

 

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. 


This topic has been closed for comments

507 replies

Userlevel 1

Hi,

I have been a member for as long as shadow has been alive and I have cancelled now couple months ago.

Same story as others really: I have pre-ordered infinite 2019 October, bought ghost and paid subscription for donkeys and what did I get back? Nothing, other than now out of date hardware and asked to pay more than double for it. I can safely say that I am never coming back to Shadow. If I would give one advice to the people thinking of signing up….. Don’t do it, I am talking from years of experience.

Peace

Yeah, I don’t really care who owns the company... I feel like these upgrades are overdue. I’m sure I’m not the only one that cancelled my subscription because the hardware wasn’t able to run at a high enough framerate. While you’re at it: additional storage is HDD only- this makes me sad :)

Good luck to the new owners!

I’m waiting on Shadow Boost in Santa Clara. What’s going on with that? It still says May 31st. YOU REALLY NEED TO EMAIL EACH SEGMENT OF SUBSCRIBERS individually to let us know SPECIFICALLY what’s going on. You SHOULD NOT be making us come click 6 links of your blog to try to figure it out. Get it together, c’mon. I’ve actually never once received an email update from you. The only  reason I know about the owner change and all this hoopla is because I’ve proactively tried to find information on it. I’m here today because I found a saved bookmark and was like, “oh yeah! is my account active yet?!” And here I am, 6 windows later. WOW.

I ipgraded to ultra and got an email saying it’s ready but when I shut down windows on shadow it closes it completely and when I start it back up I still am not upgraded 

Userlevel 2
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So its March.

 

Will Ultra/Infinite activations start in CA ?

 

We’ve been waiting for those for 1.5 years now. Any news ? Confirmations ? 

I kept my Boost for two years, even though it can't provide 40fps on my screen, just to be able to update.

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The FAQ says that California and New York datacenter users will need to back up their 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).

 

However, the FAQ also states additional storage will remain intact during migration.

Your additional storage remains intact as an add-on to your base subscription. 

Will California and New York datacenter migrations reset their main drive but preserve their additional storage?

I wish they would post a notification in the account portal that changing from Shadow Boost was permanent. I was not aware that I was locking myself in until I locked myself in. I am trying to upgrade from Ultra to Infinite which is available in my Datacenter. But since I already upgraded to Ultra I am stuck.

Userlevel 2

Just to put you guys into a little perspective. I ordered Ultra from the UK in the Paris datacenter (the original one) back in Oct 2019. Still no word on release...and silence from Shadow since July...

When do we get the email for Infinite? Ultra? or No, you do not upgrade?

 

How do we know? If we do not get the opportunity, maybe try to build the equivalent? I love the specs versus the price point, but I still need some idea of what to look for in an opportunity to upgrade. 

Userlevel 1

The FAQ will not be updated between December 24 - January 3 due to the holidays. Stay safe and happy holidays everyone!


​​​​​
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.



 

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. 

Ahh...are you like trolling us right now? I mean.. I remember paying 34.95 for just Shadow when I came on board for I think over a year. And you did pretty good there when you said that because the offers are limited they were giving priority to current community members. And then you literally explain how to game your own freaking system and bone your ‘current community members’ in the very next section? WTH is going on here?

Userlevel 1

The FAQ will not be updated between December 24 - January 3 due to the holidays. Stay safe and happy holidays everyone!

 

 


Frequently Asked Questions 
last updated: December 
[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. 


 

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. 

 

After asking specifically if I’d be locked out from upgrading to Infinite if I swapped from a Shadow Boost to a Shadow Ultra account for the time being and doing so; to see that now is a bit of a kick in the ass. I’m not going anywhere or anything like that but, thats just..poor and frankly on top of the ‘sign up and you’ll get first dibs / psych! First come first served wild west introduction of the system and backed up by the here have 3 free days of Shadow Ultra! nahh...never mind event is just sand in my shorts.

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What happened to the Infinites that were supposed to be available about 20 minutes ago? Been refreshing for a while and I’m getting sleepy lmao

Ha, and no word from support on my tickets either.  They promised a response “no later than” Monday.  It’s Tuesday.  

What happened to the Infinites that were supposed to be available about 20 minutes ago? Been refreshing for a while and I’m getting sleepy lmao

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I am extremely disappointed that you can’t change plans….

I bought Ultra not realizing Infinite was coming into stock soon, and now I am unable to upgrade.

 

I do not remember any warnings about being unable to upgrade once stock was available.

Hopefully they can fix this migration issue before they are out of stock for months/years.

I’m in the same boat, literally hearing about Infinite coming back into stock minutes after signing up for Ultra.

I have been in communication with @LucFromShadow as well as Shadow Support who have been receptive to my request for a manual upgrade, but have not as yet found a solution or committed to a course of action (or verified that an Infinite slot has at least been reserved).  The current reason(s) cited are technical limitations. 

I acknowledge the pressure Shadow must be under and I very much appreciate the time they have been providing to me.  However I am still very frustrated, and I’m concerned that my chance to have the Infinite plan is slipping away while they are figuring things out...

Sorry you are also stuck in the same boat!

I will say I have been highly satisfied with Ultra, the price/perf ratio is great.
However, Infinite was my goal for pursuing 4k.

Ultra is a good step up from Boost, but my testing on it so far shows that it can lag behind other services at the same settings (like GeForce Now, RTX in particular).  Since I can install pretty much all of my games on Shadow the flexibility is much higher, but Infinite is the performance I’m aiming for.  

Still no word from Shadow on my open tickets.  I have no idea if Infinite slots have been reserved for those like us while they are figuring it out, if we are just out of luck and potentially need to look elsewhere for higher performance gaming, etc., etc. 

Userlevel 1
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I am extremely disappointed that you can’t change plans….

I bought Ultra not realizing Infinite was coming into stock soon, and now I am unable to upgrade.

 

I do not remember any warnings about being unable to upgrade once stock was available.

Hopefully they can fix this migration issue before they are out of stock for months/years.

I’m in the same boat, literally hearing about Infinite coming back into stock minutes after signing up for Ultra.

I have been in communication with @LucFromShadow as well as Shadow Support who have been receptive to my request for a manual upgrade, but have not as yet found a solution or committed to a course of action (or verified that an Infinite slot has at least been reserved).  The current reason(s) cited are technical limitations. 

I acknowledge the pressure Shadow must be under and I very much appreciate the time they have been providing to me.  However I am still very frustrated, and I’m concerned that my chance to have the Infinite plan is slipping away while they are figuring things out...

Sorry you are also stuck in the same boat!

I will say I have been highly satisfied with Ultra, the price/perf ratio is great.
However, Infinite was my goal for pursuing 4k.

I was lucky to get infinite. 😀

I am extremely disappointed that you can’t change plans….

I bought Ultra not realizing Infinite was coming into stock soon, and now I am unable to upgrade.

 

I do not remember any warnings about being unable to upgrade once stock was available.

Hopefully they can fix this migration issue before they are out of stock for months/years.

I’m in the same boat, literally hearing about Infinite coming back into stock minutes after signing up for Ultra.

I have been in communication with @LucFromShadow as well as Shadow Support who have been receptive to my request for a manual upgrade, but have not as yet found a solution or committed to a course of action (or verified that an Infinite slot has at least been reserved).  The current reason(s) cited are technical limitations. 

I acknowledge the pressure Shadow must be under and I very much appreciate the time they have been providing to me.  However I am still very frustrated, and I’m concerned that my chance to have the Infinite plan is slipping away while they are figuring things out...

Sorry you are also stuck in the same boat!

I will say I have been highly satisfied with Ultra, the price/perf ratio is great.
However, Infinite was my goal for pursuing 4k.

Userlevel 2
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I am extremely disappointed that you can’t change plans….

I bought Ultra not realizing Infinite was coming into stock soon, and now I am unable to upgrade.

 

I do not remember any warnings about being unable to upgrade once stock was available.

Hopefully they can fix this migration issue before they are out of stock for months/years.

I’m in the same boat, literally hearing about Infinite coming back into stock minutes after signing up for Ultra.

I have been in communication with @LucFromShadow as well as Shadow Support who have been receptive to my request for a manual upgrade, but have not as yet found a solution or committed to a course of action (or verified that an Infinite slot has at least been reserved).  The current reason(s) cited are technical limitations. 

I acknowledge the pressure Shadow must be under and I very much appreciate the time they have been providing to me.  However I am still very frustrated, and I’m concerned that my chance to have the Infinite plan is slipping away while they are figuring things out...

I am extremely disappointed that you can’t change plans….

I bought Ultra not realizing Infinite was coming into stock soon, and now I am unable to upgrade.

 

I do not remember any warnings about being unable to upgrade once stock was available.

Hopefully they can fix this migration issue before they are out of stock for months/years.

Userlevel 1
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Does anybody else have Change Plan grayed out once they upgraded to Ultra?   Mine is still grayed out for some reason I would think it would allow me to switch back and forth. I am hoping to change plan to Ultra next week if available.  

 

 

Hi i was told once you get a plan let’s say ultra you can’t upgrade for now anyways😀 thanks

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Thank you for some reason I missed that.  I hope they fix that soon.

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Does anybody else have Change Plan grayed out once they upgraded to Ultra?   Mine is still grayed out for some reason I would think it would allow me to switch back and forth. I am hoping to change plan to Ultra next week if available.  

 

 

It says right there in red. The functionality to allow switching between tiers (after the initial upgrade) isn’t ready yet. 


It’s also mentioned in the initial FAQ that you can’t change as of now once you upgrade. 

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Does anybody else have Change Plan grayed out once they upgraded to Ultra?   Mine is still grayed out for some reason I would think it would allow me to switch back and forth. I am hoping to change plan to Ultra next week if available.  

 

 

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I have subscribed to shadow ultra… The tech specs say that I am supposed to get 4 cores at 4Ghz.

However when I am on my shadow it shows that I have 3.3 Ghz.

Any ideas on this?

 

 

They said that 3.3 Ghz is the base and 4 is the turbo boost.

The weird thing to me, though, is that under full load the live speed readout never shifted from 3.3 GHz.  On my local PC when it boosts the live readout goes above my base clock.  This never did... 

 

Hey @Olorin, this Help Center article explains everything. Cheers!

Ah, thank you, that does help explain it!

Userlevel 7
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I have subscribed to shadow ultra… The tech specs say that I am supposed to get 4 cores at 4Ghz.

However when I am on my shadow it shows that I have 3.3 Ghz.

Any ideas on this?

 

 

They said that 3.3 Ghz is the base and 4 is the turbo boost.

The weird thing to me, though, is that under full load the live speed readout never shifted from 3.3 GHz.  On my local PC when it boosts the live readout goes above my base clock.  This never did... 

 

Hey @Olorin, this Help Center article explains everything. Cheers!

Userlevel 2
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I have subscribed to shadow ultra… The tech specs say that I am supposed to get 4 cores at 4Ghz.

However when I am on my shadow it shows that I have 3.3 Ghz.

Any ideas on this?

 

 

They said that 3.3 Ghz is the base and 4 is the turbo boost.

The weird thing to me, though, is that under full load the live speed readout never shifted from 3.3 GHz.  On my local PC when it boosts the live readout goes above my base clock.  This never did...