last updated on Wednesday, April 7th, 2021 in reference to A new beginning in sight for Shadow.
Q: I'm an active member. What will happen to my Shadow subscription?
Your Shadow subscription will remain fully functional, as usual. There are no impacts on the service.
Q: I have an active Shadow Boost subscription and a pre-order for Shadow Ultra or Shadow Infinite in Europe. What will happen?
For now, preorders are maintained. The arrival of a new investor will allow us to have more clarity on the deployment plan. As a reminder, preordering a Shadow Ultra or Shadow Infinite is free, and you can always cancel via your account page.
Q: What will happen to the planned release of Shadow Ultra and Shadow Infinite in California and New York?
While we await for new ownership, the release of these new configurations is put on hold for now. We will update you when we have information to share.
I preordered Shadow Boost, will I still be able to access it?
Yes, nothing changes. You will be given access according to the date displayed on your account page.
I preordered Shadow Boost but I would like to get reimbursed. Is it possible?
Yes, absolutely. Simply click "Cancel my preorder" on your account page. You will be reimbursed in 5 to 10 business days.
Why didn't you communicate earlier about the delays regarding Shadow Ultra and Shadow Infinite in Europe?
We had multiple options regarding the development of the company, but no certainty. We know more about Shadow's future now and as soon as this ownership change is complete, we will be able to communicate more information regarding the future of these offers in Europe.
What are the next steps of the investment process for Shadow?
This process should take a few weeks. As soon as it is done, we will communicate all the details and next steps.
From July 31st, 2020
Q: What will be the duration of the delay?
It is estimated that all Shadow Ultra and Shadow Infinite pre-orders are delayed to the beginning of 2021. However, given the current situation, there are many unknowns and we do not have enough clarity to provide a definitive answer.
Q: What is the cause of delay?
The enforced COVID-19 lockdown impacted our end-of-summer roll-out plan in many facets, including supply chain, production, labor, and access to datacenters.
Q: Why weren’t the delays communicated sooner?
We were waiting to have a clearer view on the situation. Unfortunately, due to its complexities, we are unable to get more information. We will keep you informed as the situation evolves.
Q: How do I cancel my pre-order?
You can cancel your pre-order at any time on your customer account page via the ‘My Orders’ tab to receive a full refund (can take 5-10 business days depending on your bank). For more information, please read this Help Center article.
Please note, if you opted for a temporary Shadow Boost, we are unable to provide you with a refund as your credit was used for the first month’s payment.
Q: Will Shadow Ultra and Infinite remain the same as advertised?
Yes, the components and hardware will remain the same as initially announced.
Q: Are users still being activated on Shadow Boost?
Shadow Boost pre-order activations will continue to be activated with a slight delay. For more information check your account page and refer to weekly dedicated forum post.