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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

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Well the waiting list section of my subscription page just disappeared? It’s been there since I subscribed for updates but suddenly boom gone…..

 

That’s because we’re preparing to share some good news with you all very soon ;)

@LucFromShadow Ok!  You have my attention!  I’ll be sipping my 10th cup of coffee while I wait anxiously…  the suspense is killing me!

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@LucFromShadow  Still nothing on the portal for me.  I would think if the issue is fixed I would at least see change plan button but nothing to pick until tomorrow.  We need answers if this will be fixed today for all users, if not then you should PAUSE all upgrades until the portal is fixed for everybody so EVERY user has the same chance to get it and not only select few users.​​​​​​

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They answered my support ticket and I solved it, just wait there is still hope my friends!

 

 

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@BrittaneyFromShadow @LucFromShadow   Hi Brittaney thank you for the info.  Can you guys send a notice to support team that users will be opening tickets for all same issue and we all need same resolution.  I sent them screenshot and opened a ticket so far nothing.  I don’t want them to come back and say something like “we are all sold out” and this is why you don’t see it.

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Well the waiting list section of my subscription page just disappeared? It’s been there since I subscribed for updates but suddenly boom gone…..

 

That’s because we’re preparing to share some good news with you all very soon ;)

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Well the waiting list section of my subscription page just disappeared? It’s been there since I subscribed for updates but suddenly boom gone…..

 

That’s because we’re preparing to share some good news with you all very soon ;)

Can you tell us if “very soon” is < 1 hour?  < 2 hours?  Etc.?

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I sent support a request last week on the 2nd advising I’m not seeing the options that others in the Chicago center are seeing for upgrade. Even sent a screenshot of what my page looked like. What I got back was canned response garbage that shows they didn’t spend an ounce of effort even looking into the issue that’s acknowledged here on the forum.

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@LucFromShadow   Luc can you share with us when Infinite will be back in Stock next week in Chicago?   Can you give us time so we can try again?

 

Hey @Sabre31, we expect Shadow Infinite to be back next week! We’ll update the FAQ with precise info soon, so keep an eye out!

 

Thank you.

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I only have tears of frustration…. :sob:

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C’mon Shadow!  make it right for everyone that’s posting on this forum!

@LucFromShadow  It would be nice to get some confirmation that those who are trying very hard right now to sign up will have an Infinite spot reserved for them.  So far I’ve spent hours waiting/refreshing just to see other people being able to sign up while I, someone whose been with Shadow over a year, am denied due to a “web bug”.

This is just not right.  We are trusting you to maintain complicated gaming servers filled with our personal data.  But issues with a web portal are preventing us from giving you more money?  Really?  And all we’ve got so far is “sorry”?

Some of the people here represent your most loyal base, even if we don’t have 1M followers on YouTube/etc.  Some have been waiting literally all night.  I sincerely hope you can make this right.

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Just letting you all know that My 2nd Boost account was also fixed to show upgrade options.  I did not submit a ticket for that one at all…

Shadow support also followed up with an email informing me that they have logged into my 1st Boost account and were able to see the upgrade options.  Bravo!

The voice of the Shadow Community was loud and clear, and actions were taken by Shadow Support as a result.  Great job everyone, and thank you to @LucFromShadow , @BrittaneyFromShadow and the Shadow Support team for working hard under all the pressure to get things working…

Rest easy everyone!  Enjoy your upgrades =)

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oh yeah, dont let me forget, my infinite is running at 3.3ghz, WHY NOT THE 4.0 THAT WAS IN THE SPEC LIST?

 

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I think that the new tiers will go live on Tuesday and once you upgrade then you will get an email once activated. I understand that they are going to be giving priority to current boost customers, so I’m wondering if we just have to keep an eye on the subscription page on Tuesday and depending on the data server then it could take 2 hours to get access to the new tier (if you’re in Chicago or Denver) (yay me, I’m on the Chicago server).

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I think that the new tiers will go live on Tuesday and once you upgrade then you will get an email once activated. I understand that they are going to be giving priority to current boost customers, so I’m wondering if we just have to keep an eye on the subscription page on Tuesday and depending on the data server then it could take 2 hours to get access to the new tier (if you’re in Chicago or Denver) (yay me, I’m on the Chicago server).

Yeah, I think they will too. Hopefully, they will update this page tomorrow and put the time that they are launching them. They should send an email to the waiting list people and I can’t see why they wouldn’t send an announcement in the Discord server as well when orders go live. Also FYI, they have closed pre-orders for shadow boost to prepare for ultra & infinite. Only current users will be able to order the new tiers. And also, there is no Denver server. There is Chicago and Dallas (Texas). 

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Plus their marketing gimmick are a joke. Why release in batches when clearly the hardware is there.  Even if they have to batch migrations in backend you can still sell the service and schedule to upgrade in batches.  
 

they should have pulled the ability to upgrade to all when the saw bugs and fix those first.  Plus where is QA testing the day before a major release ?

 

I still think those with subscriptions expiring 3+ months out will not get the option to upgrade.  I think they pick and choose who can see the upgrade based on different variables and not a bug at all.  

 

Hey @Sabre31, this isn’t a marketing gimmick. As noted in our blog post during the initial announcement, we’ve purposely phased the release to ensure quality of service and make sure there are no major bugs or issues during the release. By proceeding in small batches, we’re able to make stable progress while fixing bugs along the way. 

As mentioned above, there will be more made available this week and we hope to improve he onboarding experience each day. 

There is no Change my tier option for a majority of the people here, This is beyond ridiculous if you can’t handle the case load than you should NOT be a company.  FIX YOUR SHIT

Hello luc so can you please tell me if we should even try again tomorrow ?  That would be very much appreciated. Thanks 

 

Hey there! Yes, we’re planning on making new batches available every day this week at 10AM CST. Like today, we expect them to go fast!

If the option does not appear, how are we going to contract? ALTHOUGH there is stock every day, if it does not appear, WE WILL NOT BE ABLE TO CONTRACT! that's what we want SOLUTION!

I had a chance to get an ultra today , but my gpu is 3.3ghz instead  of 4 as was promised,  @teamshadow why?

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They answered my support ticket and I solved it, just wait there is still hope my friends!

 

 

I am happy for you!  I hope it works well!

As an FYI for others, my support ticket is still unanswered, and I still don’t even see the alternate plans on my account.  

As I’ve said before, and will keep saying, @LucFromShadow (i.e. Shadow) could completely, utterly, 100% solve this for those on this thread by simply allowing us to upgrade right now via whatever “golden ticket” method they used before.  They run the system, so I don’t believe there is any “bug” that would prevent them from doing so.  

I personally don’t want to be stuck at 10 am tomorrow playing the freaking refresh lottery again, particularly when it felt rigged against us today.  They can make it right anytime they want.

I agree with you,  assuming they have capacity they should upgrade the people on this thread on the back-end.  Also as a sign of good faith on their part for better customer service since they had a bug in the system which is still not resolved.

I concur. You can literally see many of us pleading for help in the midst of all the “yay we got it” replies. 
 

Given it’s almost EOD, I don’t have high hopes for this being fixed by tomorrow. 

 

 

This is my biggest fear, by the time they fix this all the hardware is gone and we are stuck for anther year.  totally unacceptable.

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It’s almost 8:30 here in Texas and no email. Guess we have to stay up all night to ensure we get in. Happy camping Shadowers and good luck.

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Q:  Why is the New York Datacenter at the very bottom of the release schedule list?

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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...

Well the waiting list section of my subscription page just disappeared? It’s been there since I subscribed for updates but suddenly boom gone…..


SAME

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They must be overworked or something.  I’m not sure why no one’s come here to say it yet (unless it’s not true), but in Discord, the word is the website fix is in but it must be reviewed before being deployed.  They hope to have this done for tomorrow’s release.

They are all sold out for today.

@LucFromShadow @BrittaneyFromShadow  If you need any testers (we) volunteer immediately (right now as a matter a fact!).  To make sure it’s working for everyone, so just provide us the fix on our profiles and I’ll test it immediately if it works or not.. 

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It's up, go go go!!!!!

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I don’t have any such option on mine =(((((

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@LucFromShadow I would like to point out that no emails went out. Those that were waiting for it are still waiting for the upgrade email. When are the emails going out.