Changing a Portal URL

Updated August 28, 2026 19:02

This article answers frequently asked questions about Portal URLs, known within Absorb as Routes. It explains what a Route is, how many a Portal can have, how to request a change, the rules that apply to a new address, and what to expect once a change is made. Because updating a Route is handled by the Absorb Support team on your behalf, this article focuses on what you need to know and prepare rather than a self-service walkthrough.

What Is a Portal URL (Route)?

A Route is the web address that Learners and Admins use to reach your Portal, for example company.myabsorb.com. Each Route belongs to a single Portal and can optionally direct visitors into a specific Department.

A Portal can have more than one Route. When multiple Routes exist, they are held in priority order, and the highest-priority address that is not tied to a Department acts as your default Portal address.

For more information on directing a Route to a specific group of Users, see the Department Creation and Management article.

What Is the Difference Between a Default URL and a Custom URL?

Your Portal can be reached through two kinds of addresses: a Default URL hosted by Absorb, or a Custom URL that uses your own branded domain. The type you choose determines how the address is set up and who manages the connection behind it.

URL Type	Description
Default URL	An Absorb-hosted address ending in .myabsorb.com, for example customerenablement.myabsorb.com. You can add or change a Default URL on request using the standard process described in this article.
Custom URL	An address that uses your own branded domain, for example learn.customerenablement.com. A Custom URL uses a separate, more involved setup process and requires an SSL Certificate to secure the connection.

Adding or altering a Default URL is straightforward and can be handled at your request. Setting up a Custom URL is more comprehensive, may involve an additional cost, and can include steps on your side, such as domain configuration and, if you choose, providing your own SSL Certificate.

How Many URLs Can a Portal Have?

There is no fixed maximum number of Routes a Portal can have. You can maintain several addresses for the same Portal, each ranked in priority order.

A Portal must always keep at least one Route, since it needs a working address to remain reachable. A Portal can never be left with zero addresses.

Integration Addresses

Your Portal also uses a separate, permanent address that is reserved for integrations and does not appear in your settings. This address is designed to stay the same even when your public Routes change, so your connected applications continue to function.

How Do I Change or Update My Portal URL?

Changing or updating a Route is performed by the Absorb Support team on your behalf. It is not a self-service action within the Admin Experience (AE), so you will need to submit a request to have a Route added, updated, or removed.

To help the Absorb Support team process your request quickly, include the following details:

Your current Portal address.
The new address you would like to use.
Whether you want to keep the existing address in place alongside the new one, or replace it.
Whether the address should direct visitors to a specific Department.

For guidance on submitting a request, see How To Contact Absorb Support.

How Do I Request a Custom URL?

A Custom URL lets your Learners reach your Portal through your own branded domain, such as learn.company.com, instead of the default .myabsorb.com address. Because a Custom URL connects your own domain to your Portal, setting one up is a more comprehensive process than adding a Default URL.

When you request a Custom URL, expect the following:

A Custom URL requires an SSL Certificate to secure the connection.
Setting up a Custom URL may involve an additional cost.
You will need to make configuration changes with your domain provider. The Absorb Support team provides the exact records you need to add.
Absorb can manage the SSL Certificate for you, or you can provide and manage your own.
There may be costs associated with adding a Custom URL.

To learn more about certificate options and responsibilities, see the SSL Certificates article.

To start the process, reach out to your Absorb account team or Absorb Support.

Certificate Renewals

Please note: If you choose to provide your own SSL Certificate, you are responsible for renewing it before it expires so that Users do not encounter security warnings. If Absorb manages the certificate, renewals are handled for you as long as your domain configuration remains in place.

What Rules Apply to a New Portal URL?

When you choose a new address, it must meet a few requirements before it can be applied. The following rules help you select an address that will be accepted:

Element	Description
Unique	The address must not already be in use by another Portal.
Characters	The address should begin with a lowercase letter and use only lowercase letters, numbers, and hyphens.
Length	The address can be up to 255 characters long.
Capitalization	Addresses are matched without regard to capitalization, so uppercase and lowercase versions of the same address are treated as identical.

What Happens to My Old URL After a Change?

Absorb does not automatically forward visitors from an old address to a new one. When an address is removed from your Portal, it simply stops resolving and no longer directs visitors to your Portal.

If you want existing links and bookmarks to keep working, ask the Absorb Support team to keep your current address in place alongside the new one. When both addresses remain active, visitors can continue using either.

Update Saved Links

Please note: Because there is no automatic redirect, any bookmarks or saved links that point to a removed address will stop working. Share the new address with your Users and update any links in your own systems, such as internal wikis, emails, or onboarding materials.

Will Changing My URL Affect SSO, Integrations, or E-Commerce?

A Route change can affect other areas of your Portal. The following table summarizes what to expect for each area:

Element	Description
Single Sign-On (SSO)	SSO configurations are assigned to specific Routes. Changing or removing a Route that an SSO configuration is assigned to can interrupt sign-in on that address, so review your Assigned Routes when you make a change. For details, see Route Level Single Sign-On.
Integrations and API	Connected applications and API integrations use a separate, permanent address and are not affected by changes to your public Routes.
E-Commerce	E-commerce webhooks are updated automatically when your Routes change, so no manual action is required.
Content Delivery	If your Portal uses Secure CDN, your addresses are re-synced automatically after a change.

Review SSO First

Tip: If your Portal uses Single Sign-On, confirm your Assigned Routes before requesting a change so that Users are not locked out of their usual sign-in path.