Frequently Asked Questions
Shadow is the first fully-featured, cloud-based, high-end computer Windows 10 computer. It is the only remote service that offers performance capable of competing with a local PC.
Your Shadow is powerful enough to run any Windows-based application, including web browsers, word processors, communication tools, design tools, games, and more.
We do not offer a free trial, but you can request a full refund if you're experiencing technical issues with Shadow in an Explorer State. Our Support team will determine if you're eligible for a refund. Upon approval, you'll receive a refund within 5 - 10 business days.
Depending on the demand, your access time may vary. During your purchase your ''ready to use'' date will be displayed all along and will also be visible on your account page.
Shadow works with nearly any device that has an internet connection. At the moment, there are Windows, macOS, Android, Android TV, iOS, tvOS, and Linux apps available. Please check out our requirements tab to know If Shadow would work with your device.
Depending on the app you will use, the device recommendations will change. Please check out our requirements tab by clicking here to know specifically what our requirements will be.
We recommend a minimum internet speed of 15 Mbit/s with any type of internet connection, including cable, DSL, fiber, and even mobile 4G LTE. Shadow automatically adapts to the available bandwidth, or you can manually select the bandwidth allocation through the Shadow app. For the optimal experience, we recommend using an ethernet connection or a 5GHz wi-fi network.
Yes, you can buy additional storage depending on our availabilites. If at hand, you'll be able to add or remove increments of 256GB to your Shadow via your account page, up to a total of 2TB of additional storage.
Yes of course. And conversely you can upload your local data to Shadow, no problem. You can use cloud storage synchronization like One Drive or iCloud, or go the classic way and access a USB device to transfer files.
You cannot use dual screen on Shadow yet.
You'll pay for the first month of subscription upfront but it will only start counting once you get access to your Shadow. Your new montly billing date will be set up to that date, and your second monthly payment will be debited one month after accessing your account.
You can cancel your subscription any time if you've subscribed to a monthly subscription. You may be eligible for a refund if you're located in an Explorer State. Contact our Support team to see if you're eligible. If your request is approved, you'll receive a refund within 5 - 10 business days.
You can keep track of your order status by simply logging into your account page and selecting the "My orders" tab. This will show you both the status of your order and other useful information.
Yes, you can use a referral code on your Shadow order! At the final order summary screen you’ll see a section where you can enter your referral code. Keep in mind, you’ll be limited to using one referral code, and this cannot be combined with any other promotion.
No, unfortunately it isn't possible. If you are excited about Shadow and would like to offer it to a friend, you can always refer them with your promo code, which provides you both with a discount as long as they're subscribed.
If you are terminating your subscription, you are invited to download all your data before it ends.
Long story short: no. We are allocating you enough power to match your needs depending on the plan you subscribed to. As for the lag, we have developed our technology to be usable with low bandwidth (from 15 Mbit/s) and have unnoticeable latency. Of course the compression can have an effect on the image quality and if your connection is too bad, you will notice the difference.
Yes, when you are on Shadow, you get a 1Gb/s download speed, even if you have a slower connection at home.
Yes. You can go up to 60 FPS in 4K UHD with Shadow. Of course not all the games can run smoothly at this resolution.
Yes. With Shadow, you are the security and anti-virus handler, exactly as you would be on a regular PC. That being said, as with any Windows 10 PC, your Shadow will have Windows Defender enabled and installed at startup. We strongly advise you to either keep this protection or change it, but always have an active antivirus. On the machine side, your Shadow is hosted in a Tier 3 + datacenter, managed by an ISO 27001 certified company (Secured Hosting of IT Infrastructure). A dedicated team is permanently present on site, 24 hours a day. We also have effective protection systems against cyber-attacks (for example, firewalls against DDoS and other threats), and we encrypt the data sent from your hardware to the machine where you launch Shadow. Finally, one of the many advantages of Shadow is the redundancy system: if a physical component fails (such as the hard drive, for example), its copy automatically takes over, so your data is not lost and you can still access your Shadow account.
Only you have access to your computer, and only you can know what is stored in it. You are the only one who can access your account data. However, our systems monitor the server hardware component usage to control the temperature and energy consumption of the data center.
Yes, just like on a regular computer. For a more radical way, you also can reset your disk in your customer account.