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đź’ˇ This article includes our most frequently asked questions related to EU pre-orders of Shadow Boost, Shadow Ultra, and Shadow Infinite offers, including Shadow Ghost and additional storage. This information is subject to change over time.

 

đź“ťMarch 12th, 2020 Updates: 

  • If you've pre-ordered Shadow Boost after February 19th, activation is scheduled for June 2020.
  • If you've pre-ordered Shadow Ultra or Shadow Infinite from your account page, you will receive priority activation for Shadow Boost, starting on March 2nd. Activations will continue in the order your purchase was received.
  • Shadow Ultra and Shadow Infinite activations for selected users will begin early March, and will progressively continue throughout the month.

 

 

General Questions

 

Why are we late in activating Shadow Ultra and Shadow Infinite?

Scaling up to Cloud Computing is not as easy as it sounds. Running Shadow for 1, 100, or 1,000 users does not necessarily mean that the same systems and methods developed will always work perfectly for 10,000 users and more.

This means that we are, for now, still limited in terms of scaling Shadow Ultra and Shadow infinite to the size we aimed for in the initial pre-order phase.

To give you an example:
We encountered some technical difficulties with the new configurations during our previous tests related to cooling and motherboard management. These are two examples of what we need to investigate and correct in order to continue to keep our promise to democratize high-end gaming in the best conditions.

 

What about Shadow Boost? Aren't you facing the same difficulties?

Yes, in the past, we have encountered similar problems as we do with Shadow Ultra and Shadow Infinite. But today, we have found how to adapt Shadow (and Shadow Boost) to the proportions we want to offer.


Why are some users already activated on Shadow Ultra & Shadow Infinite?

There are two reasons:

Shadow Ultra and Shadow Infinite are stable at the current number of users we plan to activate in March. In order to scale up and solve problems, these early users will help us by using their Shadow in a variety of situations.

This will help us create a business panel for the first configurations of this type and attract more future investors to help us grow. This is why we have chosen to activate a diverse group of users.


Why is the delivery date for Shadow Ultra & Shadow Infinite still so vague?

Because we are still in a development cycle. The end of summer 2020 is our target date, which, given the current situation, is realistic.


So why did you pre-order Shadow Ultra & Shadow Infinite for February?

At the time of pre-ordering, we believed that our knowledge and experience from years of developing and working with Shadow and Shadow Boost would allow us to successfully launch and scale Shadow Ultra and Shadow Infinite on schedule. As you now know, we were wrong. And we need the next few months to work on it.

 

 

Specific Questions


I pre-ordered Shadow Boost and then cancelled my old subscription. Why haven't I heard from you about my activation?
 
Shadow Boost will be activated. The date is available in the personal space.
 
I cancelled my pre-order. Why haven't I received my refund yet?
 
The refund is made within 5 to 10 working days during the time of the transfers between banks.
 
Why can I choose between a temporary subscription for Shadow Boost monthly or 12 months (annual) ?
 
We have to offer this choice in order to change the commitment.
 
Will I still be automatically activated on Shadow Ultra or Shadow Infinite if I choose the 12-month (annual) temporary Shadow Boost subscription?
 
Yes, once activated on Shadow Ultra or Shadow Infinite, the original subscription chosen at the time of pre-order will be activated, and therefore any commitment made on Shadow Boost will be void.
 
If I received the email telling me that my Shadow Ultra/Infinite would be activated in March. When and how will I be notified that my Shadow Ultra or Shadow Infinite is ready before being migrated to it?
 
At the end of the form (Typeform) is a confirmation. If the formatting is accepted, an email will be sent to confirm the activation period.
 
I've seen that new users have been receiving their Shadow Boost since the end of January. Why, as a current user, don't I have the Shadow Boost price today?
 
Activating all Shadow Boost pre-orders on time meant having a double workload:

      • Installing, creating and activating new Shadow
      • Web development to achieve the change of tens of thousands of price Shadowers. To make sure we were on time, priority was given to the installation of the Shadowers, and once that was done, we had to develop the price change (which did not previously exist in such proportions).

Is Shadow Boost a weaker/more powerful config than original Shadow?
 
The difference between the Shadow Boost subscription and the original Shadow subscription is as follows: 

      • Storage is sized differently to allow it to be ordered in increments of 256GB.

The other components remain equivalent:

      • CPU up to 3.3 GHz (for more details, see this article)
      • 12 GB RAM
      • 256GB of base storage
      • graphics card with performance equivalent to a GTX 1080.


On your side, although some components are different, your Shadow is still the same. The transfer is done without loss of data, for example.
Also, Shadow cannot automatically switch you to Boost without your approval. It is therefore necessary to indicate your choice! 
 
I choose the temporary Shadow Boost monthly subscription while waiting for my Shadow Ultra/Infinite and then I cancel my Shadow Boost subscription: do I lose my pre-order of Shadow Ultra/Infinite?
 
After activating the temporary Shadow Boost, cancelling Shadow Boost does not affect the Shadow Ultra/Infinite pre-order. However, if the Shadow Ultra/Infinite pre-order is cancelled, the place in the queue is lost. This action will also cancel the temporary Shadow Boost subscription if it is not yet activated.
 
I cancelled my pre-order by mistake, how can I re-subscribe?
 
From the personal space in the "Subscription and billing" tab. However, the new activation date for Shadow Boost is in June (both for activation and price change)
 
Can I be activated on Shadow Boost now? (no waiting)
 
No. Activation will take place in March if you choose a temporary Shadow Boost subscription.
 
Can I remove/add storage?
 
This will be possible in March from the personal space in the "Subscription and billing" tab. For more information, please see this article: How do I get additional storage for my Shadow?
 
Can I have the Shadow Ghost now?
 
We are encountering problems in the production of Shadow Ghost due to the coronavirus. We are unable to provide an exact date at this time and will provide an update as soon as possible.
 
Can I just cancel my pre-order of Shadow Ghost now?
 
There are 2 choices for this:
1. Contact our support
2. Cancel the entire pre-order, including Shadow Ghost (by losing the place in the queue)
 
If I choose the Shadow Boost temporary subscription, can I keep it indefinitely by cancelling my initial pre-order of Shadow Ultra/Infinite?
 
Yes of course! However, you will have to wait until Shadow Boost is activated before you can cancel the Shadow Ultra/Infinite pre-order. If the cancellation is done before the temporary Shadow Boost is activated, everything will be cancelled. 
 
I no longer have a subscription listed in my "My Orders" tab, where did my order go?
 
This is not normal! Remember to contact our support.
 
I was warned that I was activated but I can see that I am not when I try to connect
 
It's not normal. The activation mail normally goes out if the Shadow is activated. Remember to contact our support
 
Will the price reduction through my referrals be applied to my temporary Shadow Boost subscription if I am waiting for Shadow Ultra/Infinite?
 
Yes
 
I pre-ordered Ultra/Infinite with a discount code. Will my discount be "carried over" to my first month after activation so I don't lose it by choosing Shadow Boost?
 
The discount will be applied from the first month.
 
Is there any formatting when switching to my Original Shadow and Shadow Boost?
 
No, the data remains intact. Only the subscription price will be modified.
 
Does "end of summer" mean that the activations will start at this time and potentially extend for some time or is this the target date for all activations to be complete?
 
At this time, "late summer" is the targeted start date for activations.
 
When and how will I be notified that my Shadow Ultra or Shadow Infinite is ready before I migrate to it?
 
An email will be sent to inform you when the activation arrives. Delays are still to be defined according to the final activation date (objective: end of summer).

 

 

Pre-order Journey

The purpose of this infographic is to give visibility on the pre-order system.

DelayInfroGraphSmallerEN_05.jpg

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Still have questions after reading this article? Contact us for assistance!