Fix "Contact Your Agency to Change Email Settings" Error

By Sparkforge Support Team ·Last reviewed May 3, 2026

This error means the sub-account has Email Rebilling turned on. Disable it in the agency view under the sub-account's Email Resell Settings to allow custom SMTP.

If you see "Please contact your agency to change email settings" when adding an SMTP provider, the cause is Email Rebilling enabled on the sub-account. While rebilling is on, the agency controls email sends, so SMTP changes are blocked at the location level.

How to disable Email Rebilling

Go to app.sparkforge.com/sub-accounts/.
From the agency view, open Sub-Accounts and search for the sub-account.
Click the sub-account name, or use the three-dot menu and choose Manage Client.
Scroll to the bottom of the settings panel to find Email Resell Settings.
Toggle Email Rebilling off.

After disabling

Reload the sub-account. The SMTP option becomes editable, and the warning disappears. The client's email sends now bypass agency rebilling and use the SMTP credentials you provide.

When to keep rebilling on

If you want to charge the client for email at a markup, leave it on. Email Rebilling is one of the levers that makes the SaaS Wallet useful for monetizing usage.

Frequently Asked Questions

Why is the error showing even though I am the agency owner?

You are editing inside the sub-account view, where SMTP is locked while rebilling is on. Switch to the agency view and disable rebilling for that sub-account first.

Will turning off rebilling stop me from billing the client for emails?

Yes. The client now uses their own SMTP credentials and pays their email provider directly. You no longer collect the markup on email sends.

Can I re-enable rebilling later?

Yes. Toggle Email Resell Settings back on at any time. The setting flips immediately.