What can I do if I'm having issues with the Word Plugin?

If this doesn't resolve the issue, please contact us via the Email optionin the 'For further assistance:' section on this page, and include the following information:

• Confirm you followed the Troubleshooting steps in order and what the result was.
• A screenshot of the error message or a screenmovie of the unexpected behavior.
• Complete information about Mendeley Desktop version, Word version, and your Operating system.
• Details of what citation style are you using and whether the issue occurs if you change to a different citation style (sometimes the bug can be associated with the citation style code).
• Whether the issue occurs with a blank document. If it doesn't, send us a copy of the document you're having the issues with. This will be treated confidentially and only for testing purposes.
• Confirm whether the issue is happening when:

  • Inserting a citation
  • Removing a citation
  • Merging citations
  • You're in a particular place of the document (such a table, a figure etc.)

Please note: The more details we have about the specific steps you took before the issue arose, the more likely it is we can identify what the problem is and offer a solution.