Symptoms
- Customers click a Login link for the customer portal and land on a 404 Page not found page.
- The website navigation or a custom menu points to a portal path that appears valid but does not resolve.
- Merchants ask for the “general URL” customers should use to log in to manage subscriptions or invoices.
Why this happens
Cause: The merchant is using the wrong portal path
In the documented case, the merchant linked customers to a page path similar to:
https://<merchant-domain>/pages/my-subscriptions-portal
That path returned a 404 error because it was not the correct customer portal URL.
Important context
The portal location can be customized on the merchant website, but using a custom location may break some email references or create confusion if the path changes later. Support guidance in the source ticket indicates that customer-facing links in emails should continue to reference the standard portal location.
Correct portal URL pattern
The correct customer portal URL pattern is:
https://<merchant-domain>/apps/customers/portal
Example from the resolved case:
https://vibesonly.com/apps/customers/portal
/apps/customers/portal path on their domain unless there is a confirmed, intentionally supported custom implementation.How to fix it
- Review the merchant’s current Login or Customer Portal link.
- Check whether it points to a custom page path such as
/pages/.... Replace that path with:
https://<merchant-domain>/apps/customers/portal
- Update any website menu links, buttons, or redirects that point to the incorrect location.
- If the merchant uses email templates or customer communications that reference the portal, confirm they point to the standard portal URL as well.
Support note: In the source case, internal guidance confirmed the custom URL was wrong and that the correct location was the /apps/customers/portal path on the merchant’s domain.
How to validate the fix
- Open the updated portal URL in a new browser session or incognito window.
- Confirm the page loads instead of returning a 404.
- Ask the merchant to test the same link from the website’s top navigation or customer-facing login button.
- If the merchant previously used a custom page, verify no redirects are still sending traffic back to the incorrect path.
/apps/customers/portal endpoint.FAQ
Can the portal URL be customized?
It may be exposed through a custom website location, but custom portal URLs can be changed and may break some email references. The stable customer portal reference is the standard /apps/customers/portal path.
Why did the merchant’s existing page look close but still fail?
A storefront page such as /pages/my-subscriptions-portal can exist as a site route or menu item, but that does not guarantee it maps to the Recurly customer portal endpoint.
What should Support provide when asked for a general login URL?
Share the merchant-domain version of:
https://<merchant-domain>/apps/customers/portal
What should be included if the issue needs escalation?
- Merchant site subdomain or storefront domain
- The exact incorrect URL currently in use
- The expected portal URL
- Screenshots of the 404 page
- Any website routing or theme customizations related to portal login
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