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Getting Started with Shadow PC Gaming

Getting Started with Shadow PC Enterprise

Getting Started with Shadow Drive

Account Management

Contact Support

How to Contact Support

How to contact Shadow Support

Updated 

2 days ago

Have any questions or need assistance? Shadow Support is here to help!​ Contact us from your account page or on our Discord server.

If you don't have a Shadow account or you can't log in, you can contact us using the request form below.

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Note: Please submit one request to streamline processing and reduce response times. For multiple questions or issues, create a separate ticket for each request.

Contact us

Customer Support Availability

Opening Days: Monday to Friday

Hours of Operation: 9 am – 7 pm

Region

Languages

Time Zone

North America

English

ET

Europe

English, French, German

CET

​Account page

If you have a Shadow account, contact us from your account page. Click the Support tab, then select a topic to get started.

Discord

Join the Discord community and submit a Support ticket from the Discord app.

Request form

Fill in and submit a ticket using the request form below. If you have an account and you can log in, contact us from your account page. Using the form may require us to verify your identity.

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What should you include?

Include additional details like error codes, screenshots, and videos with your request. Screenshots and videos can help Support identify the root cause and provide targeted solutions. If you need help with Shadow PC, choose the option that best describes your issue below.

Note: You can upload screenshots and videos to WeTransfer. Once uploaded, copy the generated link and paste it into your ticket.

Files sent using WeTransfer expire and are deleted from their servers automatically.

Try our recommended solutions for when you can't connect to the launcher. The solutions provided here can help resolve most connection failures. Let us know what solutions you've tested if the issue persists.

If Shadow PC refuses to start, try the options provided below in the order listed. Share your results with Shadow Support.

Try our best practices for improving your connection. If the issue persists, ​troubleshoot your internet connection and run the speed test in the instructions. Take a screenshot of your speed test results.

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See the following questions and share your answers with Support:

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Internet Connection:

  • What is your connection type (ADSL, VDSL, Coaxial, Fiber Optic)?

  • Are you the only one using the network when lag occurs?

Shadow Usage:

  • What device and operating system are you using Shadow on? (e.g. MacBook Pro Catalina)

  • How are you connected to your Internet box? (e.g. Ethernet, WiFi, switch, PLC)

Software and Drivers:

  • Do you have any antivirus, VPN, or proxy installed on your local device or Shadow PC?

  • Are Shadow PC's NVIDIA drivers and Windows updates current?

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See the following articles to keep your Shadow PC up to date:

Still have questions after reading this article?

Check out our other articles or contact Shadow Support.

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