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Troubleshooting Customer Portal Login Links Returning 404

Tarek
  • Updated

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.
What this usually means: the merchant is linking to a custom or incorrect path instead of the standard Recurly customer portal location.

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.

Important: A custom storefront page or menu item is not automatically the same thing as the Recurly customer portal entry point.

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
 
Key takeaway: When a merchant asks for the general customer portal login URL, provide the /apps/customers/portal path on their domain unless there is a confirmed, intentionally supported custom implementation.

How to fix it

  1. Review the merchant’s current Login or Customer Portal link.
  2. Check whether it points to a custom page path such as /pages/....

  3. Replace that path with:

    https://<merchant-domain>/apps/customers/portal
  4. Update any website menu links, buttons, or redirects that point to the incorrect location.
  5. 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

  1. Open the updated portal URL in a new browser session or incognito window.
  2. Confirm the page loads instead of returning a 404.
  3. Ask the merchant to test the same link from the website’s top navigation or customer-facing login button.
  4. If the merchant previously used a custom page, verify no redirects are still sending traffic back to the incorrect path.
If the correct path still fails: confirm whether the merchant has site-specific routing, redirects, storefront restrictions, or theme customizations affecting the /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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