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Channel: support.mendeley.com :: My Account

import bib files

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I have an extensive bib file which I have been using for years. When I try to import it using you import facility, it tells me that there is a problem with importing it. This is the only interaction provided. Please advise

It is no longer possible to access my account either online or via the desktop

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For whatever reason, it is no longer possible to access my account ggeorgr@gmail.com either thru your website or desktop. I changed the password 6 times but your system does not seem to recognise any of the changes. This is the worst time for me to experience such problem given that less than 7 hours I have to deliver a presentation and your system stops me for that. THANK YOU MENDELEY!!!!!!!!!!!!!!!!!!!!!!!

login and password reset

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Hi, I have been using my account (ramyapreethi.s@gmail.com) and when i tried to login in a new computer on mendeley desktop i received this meesage, "Sorry, we don't recognise those details. Have you forgotten your password?". I have reset my password several times and still cannot login to my account. When i tried to register with that mail id as a new user, it was already in use. I have several articles saved and i would like to get my access back to my old account. Please let me know the process.

Sync problem

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Hello, I can't sync my account using the Desktop. The message is the following : "There was an error processing your request. It has been logged (ID 8b92f440fc16fc34).. Error ID: cI7i5soV__0". Any help appreciated. Thanks ! Eric

cant add citations anymore? urgent help needed

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I've used Mendeley without problems but have a new computer, installed word plugin, can't add citations because it just launches Mendeley and doesn't give me a search bar to pull in the reference from Mendeley i'm looking for. Paper due soon, please help!

ALL my previous reference and folder were gone

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I wonder if you could please find my previous data and restore my account library Because I opened my mendeley account today and found out that my folder and paper were under the loughborough folder were all gone!! all the paper I stored and collected were disappear and I have classified all of them It is very improtant to me and I really hope you can help me out by restoring my account Thank you

merging 2 accounts

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I have a dormant account which has my new e-mail address attached to it and a live account with documents which has my old e-mail address attached to it. I cannot update the live account with the new e-mail address because it is registered to the dormant account. If I close the dormant account will that 'free' the e-mail address and allow me to attach it to the live account?

--- Article Removed ---

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*** RSSing Note: Article removed by member request. ***
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Payment

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Hello, I would like to upgrade my account for the 4.99 monthly pay, however, I can not select this option, when I try to do it I only ca select to make the payment for 6 moths or more. Can you help me with it, I would like to upgrade it and pay each month.

How can I merge two accounts

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Hi, unfortunately, I have created several Mendeley accounts. How can merge several accounts? Thanks and best regards Benedikt

problems with two accounts

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Hello: I am having problems because I have two accounts. I have created one account with my gmail address, celedonioalvarez@gmail.com, and other with my institution address, celedonio.alvarez@uva.es. When I tried to change the gmail account by the uva.es account it replies that this email is already in use, what It is fully right but when I tried to erase my institution account I cannot log in. How can I merge both accounts on just one? Thanks. Celedonio.

Can't login

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Hello: I've been a mendeley desktop / web user since 2014. Recently I can't login to my account . I try to reset the password and all seems OK, but the system does not allow me to login anyway. I've created a secondary account and it is working (but now I can't access / import my original database as I have formated my computer) My (original) account is pedamado@gmail.com. Can you please verify this? Thank you

unable to access any full documents

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I have just completed mys studies and used Mendeley to store my work. Now that I have left I like to gain access to wider material you will have but do not know how to what do you advise?

Sign in Problem

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Hi, I just create an account.I can sign in in my account via mendeley website but on windows software, I receive "incorrect Email or password" error. What should I do ???

Types of subscriptions

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I received a notice last week that I had exceeded my space quota, so I signed up for additional storage space. Now it appears that I increased my personal storage space, but that my overage is in shared space. I have two groups, and they take up too much space. I didn't know that the subscription I paid for didn't cover everything, and would like to understand more before I spend more money. Please help.

cannot login

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hi, I cannot login. I tried and it said it didn't recognise my username or password so I changed my password and I can;t login at all now. michelle@healthgeneration.com please advise ASAP. thank you.

Cannot access with my password

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Dears, I Cannot access to my personal account. When I try login with my pasword Mendeley tell me “Incorrect usermane or password”. I click “Forgot password?” so as to get a new one. I login with the new one and the problem persist: “Incorrect usermane or password” I cannot access to my personal account. I've tried to unistall and install but doesn't work. Please, could you help me?

Problem with the identification

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Good morning, I am writing from the UIB (University of Balearic Islands). We have a user of Mendeley with an unusual / big problem. Last month her status has changed from student to teacher, and then the Administration Service of the university has cancelled your old mail: anita.lerma@uib.es The main problem: she can’t remind the password and she can’t use the “forgot password” option because the answer code would arrive at the cancelled email account. Our petition: it’s possible to generate a document with your references (ris, bibtext…) and send it to us? Thanks in advance. Best regards, Xavi

Access to my mendeley profile from multiple computers

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Hello, I have recently downloaded Mendeley to my private computer and have entered a few pfds. I would like to ask if I download the programme to other computers as well, will I have access to my list of references if I log into my profile? And also the ability to make changes to my list from any computer indiscriminately (changes that I will be able to view from any other device)? Thanks in advance. Regards, Anastasia

Cant Login

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I'm using mendeley Desktop 1.8 Win 32. I cant login. Please help me solution

Missing required field: Text. Error ID: ySGp8r2clV0

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Hello, I can`t sync my library and I have a missing required field each time I try to sync. I use the latest version of Mendeley. Can you please help me out? Thanks, Neslihan

I can not autheticate my account

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Hi, I am trying to autheticate my Mendeley account (both ways web mendeley and mendeley desktop) and always says: "There was a problem serving the page We're experiencing an internal server problem Our team has been notified and we will do our best to make sure it does not happen again." How can I authenticate my account? Is any restriction while I autenticate?

word pluggin

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I can't install MS word pluggin. when i click tools and click install ms word pluggin , it said that

word pluggin

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I can't install MS word pluggin. when i click tools and click install ms word pluggin , it says: Unable to install word pluggin. please run word at least once before installing pluggin

Unable to access My Datasets

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Dear, I have not been able to access My Datasets for more than 15 days. I keep receiving the message "Something went wrong! Sorry, we were unable to load this page. Please try refreshing the page or go to the homepage". Could you please help me with this issue? Thank you in advance, Kind regards, Emir Ganic emir.ganic@yahoo.com

Web space

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How do I check my available personal web space?

syncing problem

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There was a problem syncing my library. Problem Details File name [NDP452-KB2901907-x86-x64-AllOS-ENU] has no extension - upload progress: 69999448 of 69999448. Error ID: QqM98G-3s8I what should i do ?

Most links to PDF files gone

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Hello, today the links to most PDF files in my library vanished. The files are also no longer online, but they are still available in the local directories of the computers I synced them to. How should I best fix this? Manually linking the PDFs again will take hours and just loading all files will likely not work well, as for many of them the meta data was not completed automatically. Also, if I have to do this I would like a guarantee that this will not repeat. If it's relevant, I'm mostly using the Linux client on different versions of Ubuntu and sometimes the windows one. Thanks in advance for your help, Aina

Multiple libraries for multiple projects

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Can you please add the multiple library feature to maintain references of multiple projects??

syncing error

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You do not have access to this folder (18f9df8d-4996-403a-97e7-a577a49cd40b). Error ID: b00HSK9MNKI

I have 2 accounts

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I have two accounts one with one publication the second with 280+ probably because I have two University email addresses. j.k.field@liv.ac.uk J.K Field@liverpool.ac.uk Would you please get rid of the One reference account - which seems to open at present and let me know which email address is correct with the 280+ references Thank you for your assistance John

password

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i cant sign in because of incorrect password ,i have changed my password but still cant login

Syncing error

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When I try to synchronise my desktop application with my web porfile of Mendely I always see this error. Text. Error ID: bnCVj8M5Tz0 What is the problem? Thanks

Articles are not saving in the usual place

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I think I may have two accounts now? Articles are not being saved in the usual place??

Updating email address in Desktop

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I changed the email address associated with my Mendeley online account. But the Mendeley Desktop account still only recognizes the previous email address. How do I change the address in Desktop? I found one instruction that says to go to the General tab in Tools- options, but that tab doesn't appear in my Desktop.

Duplicate accounts

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Hi, every time I click a link to go to Mendeley now it tells me that I have multiple accounts with the same email address and then it sends me an email and I have to pick the account and go to another login page. I only have 1 real account. Can i delete or merge the other two? I one I use is: daved@alum.mit.edu The two that are there that I don't want are: davedecaprio daviddecaprio This is making it annoying to use Mendeley on the web because the login has so many steps.

Change email address

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Hi Mendeley I am trying to change my email address but when I follow the verification process via the email link, it creates an new profile for the new email address rather than changing the email address for the old profile. I have tried deleting the new profile and trying again but now I can't even enter the new email address as I get an email saying it has already been registered. Please would you advise as soon as possible as I am leaving my current institution this Friday (22 December 2017) and my current email account (susan.hoadley@uts.edu.au) will no longer be available to me. I would my email address changed to susanhoadley@me.com or susanhoadley@mac.com Thanks and best regards Susan

Change from mendely to elsevier account

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I tried to log in on the web version of mendeley and my account was not working. I was re-direct to create an elsevier account. I did that and now I lost all of my libraries and I can not access the desktop version with the same login details. How can i get back to my libraries and desktop account and separate elsevier account (that i use for journals etc) from the mendeley profile? Best regards

multiple accounts

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I happen to have multiple accounts on Elsevier. Each time I want to open Web Importer I need to confirm that I use one of 3 accounts. How to delete other accounts on Elsevier so I can simply log in?

new computer how to sign in

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Hi Mendeley, I have a account for my DBA work and it works well, thank you, but I just changed computer and find it impossible to locate and open my existing account despite using the right name and password, so I still have to use my old computer just for this access. How can I access my Library on the new computer please?

Not able to login. showing as incorrect email or password

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I have downloaded Mendeley desktop and created user id and password. Still I am not able to access the account due to the above error. Suggest.

upgrade of account

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Dear Sir/Madam. For some years now I have been paying 14.99 a month as the max plan. However, recently I learned that my institution subscribes to the institutional account and changed my e-mail to institutional address. Then I received on Nov 30th a message saying "You are part of an institution that has subscribed to Mendeley Institutional Edition. This means you are entitled to an upgraded Mendeley account. We have automatically done this for you to save you the hassle. This has provided you with: Personal storage 100 GB Shared library 100 GB Collaborators Up to 100 Private groups Unlimited You are now part of the Universidade Estadual de Fereira de Santana MIE group on Mendeley. However, yesterday I received another message from Mendeley complaining that it could not charge my card for the "max plan". I noticed that the plans "max plan" and "Mendley Insittutional Edition" are essentially identical, so I understand that I do not need keep paying the max plan? How does this upgrade work?

How to remove media mentions of an incorrect author ID

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A month ago I removed an incorrect author ID 35231302900 from my account 35231302900. How can I remove the media mentions associated with it?

All of my papers and files disappeared!!

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Hi, I suddenly see that my account is empty! Where are all of my files, folders..? Please contact me urgently and help me and restore my account. Thanks, Boaz Lubotzky mail: boaz.lubutzky@mail.huji.ac.il cell. 972545285543

Notes and PDFs not syncing to the web

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Running the Windows 10 Desktop app. I can't see any PDFs or notes I've made synced to the web library, though the references appear to be synced. I tried the synchronize library option, but to no avail. What am I missing? Thanks!

sign in

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i cant sign in with my email account the phrase "host.api.mendeley.com. not found" keep appearing

delete mendeley from my computer

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Please delete Mendeley from my computer. thank you.

Account storage status

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In the previous version of Mendeley Desktop, I could check the remaining storage of my account in Tool-Option-General tab. But it disappeared in the latest version. I had a look at web version, but also could not find such information either. Could you please tell how to check how much storage left for my account? Many thanks.

How do I merge accounts

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Dear Mendeley team, I used your service previously with the account name "x@y.edu" but will lose access to the email address soon. How can I merge or transfer my library to the new account "a@b.de". Thanks for your help.

Copy data from my Mendeley account to Laptop

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Dear Sir/Madam, Hi My laptop has been stolen that contains my important data and files therefore I need to export my total data on my Mendeley account (mustafa_gaja@yahoo.com) and import/copy them to my new laptop. Please help me with the suitable and easiest method for that. Thank you for your cooperation and consideration. Best regards Yours Sincerely Mustafa Gaja Libyan petroleum Institute Gergaresh Road, Km7 Tourist village Tripoli, Libya Mustafa_gaja@yahoo.com





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