Let’s get you back to your video.

1. Open My videos and sign in with the account you used for the order.
2. Find the existing video. “Awaiting payment confirmation” means we are still checking the payment with Waffo.
3. If your statement shows a charge and the status does not update, email support with the order number and what you see.

You don’t need to pay again to recover the same order.

Open My videos using the same account. If you have not paid, choose Continue checkout on the existing entry. If you already paid, wait for payment confirmation rather than starting another order.

No. Choose one video for US$6.99 or 5 videos for US$19.99, with no recurring charge. A pack creates your first video and keeps four uses in your account. Each later video uses one, with no new checkout. Unused uses never expire; see your balance in My videos. Repeat downloads are included while the file is available. Waffo handles checkout; the payment methods offered depend on your country and device.

Check the status in My videos. “Waiting to start” means the task is queued; “Making your video” means generation is in progress. The page shows elapsed time, not a guaranteed completion countdown.

You can leave and return with the same account. If the wait seems unusually long,

with the existing order number. Keep the order rather than purchasing another copy.

No. Open the failed work in My videos and choose Retry this failed generation for free. A task still being checked is not yet a confirmed failure. If retry is unavailable, contact support from the work or email us. See the Refund Policy for single-video refunds or the pack remedy rules.

1. Open the completed work in My videos and tap Save video.

2. If a video preview opens, use your browser’s share menu to save it to Files or Photos.

3. If you opened Ozil AI inside another app, open ozil-ai.dev in Safari or Chrome, sign in with the same account and try the same video again.

A download problem does not require a new purchase or a new generation.

Your download is a silent MP4. Save it, then upload it to TikTok or X and add music you have permission to use. Music is not included in the purchase.

The Share button opens file sharing on supported devices. If it does not work, save the MP4 and share it from Files or Photos. Opening the share menu does not publish a post.

A finished video is stored for up to 30 days from completion. Its download deadline appears on the work. Save a copy before that date. An expired or deleted file cannot be recovered from our storage; contact support if you need help with the order.

Choose a JPG, PNG or WebP under 10 MB. Each side must be 300–5,760 pixels. Avoid very narrow panoramas or unusually tall crops. If your phone uses HEIC, export or save a JPEG copy first.

For a useful result, use one person with a clear, well-lit face. A half-body or full-body photo helps preserve clothing. Avoid groups, tiny faces and heavy blur. Choose a photo.

Check that you are using the same Google account you used when creating the order, then open My videos. If sign-in does not finish inside another app, try Safari or Chrome.

If the work is still missing or you cannot access the account,

with your order number. Do not create a second paid order to recover it.

Your library is private. Our source-photo copy expires within 7 days of upload; finished videos within 30 days of completion. You can delete them earlier from the work, except a photo that is currently being used for generation.

These limits apply to our storage. The generation provider does not automatically delete its copies; removal requires a support request. Read the Privacy Policy for details. Deleting a file does not request a refund.

1. Open the work in My videos.
2. Choose Something wrong with your video? Select the issue, describe the problem and choose your preferred remedy.
3. Send the report within 7 days of delivery, or within 7 days of a confirmed generation failure. Read replies in Support tickets.

Eligible issues include a damaged or black file, a clear change of identity, severe body defects, or output that does not meet the purchased specifications. Eligible single-video purchases receive one free remake or a refund after review. For a used 5-video pack, choose one free remake or a returned video use instead. Only an entirely unused pack with no generation submitted is eligible for a full cash refund. See the Refund Policy.

Cannot open your work? Email support with the order number.

An Ozil-style AI football clip made from your photo: approximately 15 seconds, portrait 9:16, 720p or higher, silent MP4, with no brand watermark. No prompt, editor or model selection is needed. It is a web-based generator, not a downloadable CapCut template.

AI movement, ball control, players and timing can vary. Exact chips, chest control and player counts are not guaranteed. The creator clips in the Feed show the social trend, not a preview of your purchase. Normal variations alone do not qualify for a refund; severe defects remain eligible for review.