Enable Twilio Rebilling for Clients on Their Own Twilio Account

By Sparkforge Support Team ·Last reviewed May 3, 2026

If a client's Sparkforge sub-account is connected to their own Twilio account, Twilio rebilling won't work until you transfer their numbers into a sub-account under your Twilio. Open dual support tickets (yours and theirs) with Twilio, then update credentials in Sparkforge.

Twilio rebilling in Sparkforge SaaS Mode requires the client's Sparkforge sub-account to be connected to a Twilio sub-account that lives under your Twilio account. If the client owns their Twilio account separately, you have to transfer their numbers first. Here's the process.

Step 1: Create a Twilio sub-account

Log into your Twilio account. Click the gear icon, choose Sub-accounts, and click the red + to create a new sub-account. Name it after the client whose numbers you're migrating.

Step 2: Draft the transfer request

Copy this template and fill in the brackets.

Hi Twilio,
My client [client name], whose Twilio account is registered under [client's Twilio account email], would like to move the following numbers from their account to a sub-account in my account:
[list of phone numbers]
The Losing Account SID is: [SID of the client's Twilio sub-account — found in your Sparkforge Agency Settings > Twilio tab next to their name]
The Gaining Account SID is: [SID of the new sub-account you created in Step 1]
We would like the numbers above transferred as soon as possible. Thanks in advance.

Step 3: Open your support ticket with Twilio

From inside your Twilio account, click the question mark icon and choose Submit a Ticket. Paste the completed template and submit.

Step 4: Have the client open a matching ticket

Edit the template's first paragraph to read: I would like to transfer the following number(s) from my Twilio account to another account. Send it to the client and ask them to open a ticket from inside their own Twilio account using the edited text. Twilio requires both tickets — yours authorizing the gain, theirs authorizing the loss — before they'll process the transfer.

Step 5: Confirm the transfer landed

Once Twilio confirms completion, the numbers will appear under the new sub-account in your Twilio.

Step 6: Update Sparkforge credentials

Log into Sparkforge.
Open Agency Settings > Twilio.
Find the client in the list, click the three-dot icon, and select Update Credentials.
Replace the SID and Auth Token with the new values from the new sub-account in your Twilio.

To find the new SID and Token: Twilio > gear icon > Sub-accounts > click the client's sub-account. Both fields are visible there.

Frequently Asked Questions

Why won't Twilio rebilling activate for this client?

Their Sparkforge sub-account is wired to a Twilio account they own directly. Rebilling only works when the Twilio sub-account sits under your agency's Twilio. Migrate the numbers first.

Why does Twilio need two support tickets?

Twilio requires authorization from both the losing party (the client) and the gaining party (you). Both parties have to open a ticket from inside their own Twilio account before Twilio processes the move.

What happens to existing numbers and call history during the transfer?

Numbers carry over but call history stays with the original Twilio account. Make sure to enable rebilling and update Sparkforge credentials only after Twilio confirms completion.

Where do I get the new Twilio SID and Auth Token?

Twilio dashboard > gear icon > Sub-accounts > click the new sub-account name. The SID and Auth Token are listed on that page.