Mendeley Reference Management: Help

Many problems with Mendeley can be solved like this:

1. Log out of the Mendeley account and log back in.
2. If the problems persist, try using Mendeley with another web browser.
3. If that still doesn't work, restart your computer and try the steps above again.

Reference added with Web Importer do not show up in Mendeley account library

Click the sync icon on the bottom left corner in your Mendeley account.

According to Mendeley, some users may experience problems with syncing. If the references don't show up in your account after syncing, try using another web browser or wait and try again.

Web Importer not working

Mendeley's Web Importer does not work equally well on all websites. Try

• another browser
• Web Importer on different article views in databases: for example, Web Importer may work better on the search results page, in the article details page or in the pdf version of the article
• uninstalling and then reinstalling Web Importer

If nothing else works, the reference data can be added to Mendeley manually or as a file from the databases in RIS, XML or BibTex format. 

If you're experiencing problems with Mendeley Cite, try these first:

1. Check that you are using a MS Word version supported by Mendeley.
2. Close Word and open it again. You may need to restart your computer too.
3. If that doesn't help, uninstall Mendeley Cite from Word. Restart your computer, then install Mendeley Cite again.

Mendeley Cite won’t install or load

• If you are using an institutional version of Microsoft Word or Office, you may experience issues installing or running Mendeley Cite due to the way the administrator has configured your institutional Microsoft account. See troubleshoot details in Mendeley Support Center.

Can't login to Mendeley Cite

Try logging into your Mendeley account at www.mendeley.com. Web Importer relies on common Mendeley services to sign in. If you are unable to log in to www.mendeley.com, the entire Mendeley system may be down. Please try again later.

If you are able to log in to www.mendeley.com

1. Check your browser's cookie settings. Allow sites to save and read cookie data.
2. Clear cookies.
3. Check other browser extensions. Some extensions can override cookie management settings that allow saving and reading cookie data.
4. Reinstall Mendeley Web Importer

See detailed browser-specific instructions in Mendeley Support Center.

Mendeley Cite cannot find references from your Mendeley account library

Sync Mendeley Cite by clicking on Sync icon (Sync with Mendeley library).

Duplicate citations in Word or citations remaining within the document after deleting them from the document and displaying [NO_PRINTED_ID]

Mendeley Cite does not support the use of the Track Changes functionality. Turn Track Changes off when using Mendeley Cite.

Mendeley training

Attend library's training to learn how to use Mendeley.

• See our training calendar.

Ask for help

• Request help from the library with this form. 

Mendeley Support Center

• Find answers to users' questions.

User guides

Mendeley chat

Mendeley's support chat is available Mon - Fri.