Why can’t I sign in to Mendeley Cite on Microsoft Word Desktop after receiving the notification 'We found multiple accounts using the email address'?

This issue occurs when a Mendeley user has multiple Mendeley accounts associated with 1 email address. When attempting to sign in, you are prompted with a message stating you will receive an email to select which account you want to sign into, to receive a 'magic link' to your email address.

When you click the account you wish to use, your browser will open a new tab to sign your selected account into Mendeley on your web browser. The issue this creates is that you are using Mendeley Cite as a desktop plugin in Word and not in the web browser, and this method does not sign you into Mendeley in your Microsoft Word instance. This is a known issue and the team who look after the sign in process in Elsevier are working on a solution for our desktop users.