How can we help?

You may cancel your Shadow subscription if you subscribed to our Month-to-Month subscription. Annual subscriptions or "commitments" may only be cancelled during the last month of your subscription period. See our FAQs at the bottom of this page for more information.

To cancel your subscription. log in to My Account, or refer to the instructions below.

1. Log in to My Account.
2. Click the Subscription tab.
3. Click Cancel my subscription.
   
4. Provide a reason to confirm your cancellation.

FAQs

Can I cancel if I no longer have a use for Shadow?

If you no longer need Shadow, we would love to find out why so we can try to continue improving the service. However, cancelling still depends on whether you have purchased a commitment. For assistance, please contact Support and share your feedback.

What if my connection or devices cannot support Shadow?

Our Support Heroes can evaluate your case and recommend different settings to improve your experience. If your Shadow seems slow or unresponsive, check out our quick tips to reduce latency.

Can I cancel my commitment?

Commitment plans, including the annual or 12-month subscription, cannot be cancelled until the last month of the subscription period. You can also have our Support team can also set your subscription to cancel at the end of your commitment for you. See the "Termination by you" clause of the Terms of Use.

However, you may contact Support to have our team consider your request or find an alternative.

Have other questions? Contact our Support Heroes for assistance.