Specifications may change when data centers go through upgrades.
Do I need to pay an additional fee to upgrade Shadow?
Upgrades are included with the cost of your subscription. You will never need to pay extra for newer or more powerful components unless you'd like to upgrade your subscription to a new tier.
Tiers are not available in all countries. Users will be notified when tiers are available.
Where can I download the Shadow app for my device?
To download the Shadow app onto your device, visit the Downloads section of our website or log in to your account page and click the Applications tab.
If you have the Shadow Ghost or Box, you don't need to install any application.
Does Shadow offer dual-screen support?
Not at the moment, but it is possible to display the Shadow application on one of your two screens while using the other screen to display your computer's applications. For example, some users like to play a game on Shadow on one screen and leave Twitch or Discord open on the other screen.
Requirements
What are the minimum requirements to use Shadow?
In addition to a minimum download speed of 15Mb/s, Shadow recommends using devices no more than 6 years old. For more specific requirements, please check the hardware requirements and the network requirement page.
Due to hardware and software updates, requirements are subject to change at any time.
Where can I use Shadow?
Shadow is available in many countries, including France, Switzerland, Belgium, Luxembourg, Germany, the United Kingdom, and some areas of the United States. Visit shop.shadow.tech to see is Shadow is available in your area.
I'm using a public, work, or other network. Will Shadow work for me?
Networks outside of your home may have restrictions set by an administrator for security purposes. These restrictions can interfere with Shadow. If you're having difficulties starting or using Shadow, contact your network administrator for help.
Your administrator may find these articles helpful:
Shadow is a great travel companion, but there are restrictions. If it takes too long for your internet connection to reach your data center, this will increase latency. Although travelling with Shadow is possible, your connection must still meet the requirements.
Can I install a VPN on Shadow?
Installing a VPN on Shadow may disrupt the service or even cause it to crash, and as such, we do not recommend VPNs. If you've installed a VPN on Shadow, it may be impossible to recover without requiring a factory reset. See more on using a VPN with Shadow.
Is it possible to mine cryptocurrency?
Mining cryptocurrency (such as Bitcoin, Ethereum, Dogecoin, etc.) violates our Terms of Use and will result in the immediate termination of your Shadow subscription. For more rules that may result in termination, see what we do not allow on Shadow.
Your account
When will I receive my activation email?
You'll receive an email confirming when your Shadow has been activated once it is fully set up in our Datacenter. While you wait, feel free to download Shadow onto your devices. You can set up Shadow after you've received your confirmation.
If you've subscribed to a month-to-month, no commitment plan, you can cancel your Shadow subscription in My Account, from the Subscriptions tab. To learn more, see how to cancel your Shadow subscription.
Longer commitments, such as our 12-month plans, can be set to cancel at the end of the commitment period. Contact Support for more information about your plan.
Can I delete my account?
If you've cancelled your subscription, you can delete your account once the subscription has been terminated and all past invoices have been paid.
Security
Is my Shadow account secure?
Shadow uses an IP address filtering system, proprietary protocols, and other security methods to keep your Shadow account secure.
Additional Storage
How long does it take for my additional storage to appear on my drive?
Once your order has been confirmed, it can take up to 2 hours for your additional storage to appear on your Shadow. Please remember to fully shutdown Windows and reboot it in order to access your storage.
I purchased Shadow with a giftcard. Can I have additional storage?
If you purchased Shadow with a giftcard and your pre-order is not activated, you are unable to purchase additional storage. You will be able to add additional storage once your account has been activated.
How do I activate my additional storage once I have ordered it?
Shut down and start Windows to activate your additional storage on Shadow.
I have a temporary Shadow Boost. Will I receive the additional storage I pre-ordered for my Shadow Ultra/Infinite?
Yes, this pre-ordered additional storage will be added to the temporary Shadow Boost. In addition, it will be kept when migrating to the new configuration once the new configuration is available and activated.
What happens to my additional storage when I migrate to my Shadow Ultra/Infinite?
You will keep any additional storage when migrating to a different offer. However, your storage will be reformatted during migration, deleting any data on your additional storage.
What is the maximum amount of additional storage I can add?
The maximum amount of additional storage you can add per Shadow account is 8 increments of 256GB, or 2TB in total.
How do I remove additional storage?
To manage additional storage, log in to your account page, then go to the Subscription & billing tab.
How does billing for additional storage work?
Once your order has been placed, your cost will be pro-rated (calculated based on the number of days remaining in that month). We'll add this pro-rated amount to your next invoice, increasing the total price of your monthly bill. In addition to your one-time prorated cost, you will be billed for each month you have additional storage going forward.
📌 Other important information
If you remove any additional storage, the price will also be calculated on a pro-rata basis.
The old prices for additional storage (1TB) at the preferential rate do not change.
Is the additional storage in SSD or HDD?
Additional storage disks are standard HDD (Hard Disk Drives).
Is each 256GB of additional storage separate from the rest on Shadow?
All additional storage added will form a single D: drive on Shadow, regardless of capacity.
My Shadow account is linked to the Amsterdam datacenter. When will I be able to add additional storage to my Shadow?
We do not have a date for the moment.
Can I sell my additional storage to someone else?
No, this is not possible. Additional storage is linked to the owner's account individually.
Will my additional storage be formatted if I reset my Shadow?
No. Additional storage is not formatted when resetting your Shadow.
When I remove additional storage, is it removed immediately or is it only removed from the next billing cycle?
Once you've removed any additional storage from your account page, it will be removed the next time you log in to Shadow.
🚨 Warning: Removing additional storage will delete all data on the (D:) disk drive. Back up any important data stored on the (D:) drive before removing storage from your account.
If I can purchase up to 2TB of storage, does this include the storage already included with my subscription?
You can purchase an additional 2TB of storage and keep the storage included with your subscription.
Do I need Shadow Boost, Ultra, or Infinite to purchase additional storage?
You can order additional storage, as long your Shadow subscription is active.
Can I "pause" my additional storage for one or more months?
No. It's possible to remove additional storage for as long as you'd like, without being billed for it, but the data associated with your storage will be deleted.
Is it possible to add additional storage for an active Shadow Ultra or Shadow Infinite subscription even if it has not been pre-ordered?
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