Sign-in & Login Problems

Fix Mendeley Cite Requesting a Deleted Microsoft Account

Algirdas Jasaitis Sep 28, 2026 869 views

Question details

The user is unable to use Mendeley Cite because the application repeatedly prompts them to authenticate using a deleted Microsoft university account instead of their new email address.

How to Fix Mendeley Cite Requesting a Deleted Microsoft Account

Product: Mendeley Cite
Device & OS: not provided
Scenario: Attempting to sign in and use the Mendeley Cite add-in after changing university email addresses.
Observed behavior: The authentication system ignores the new account configuration and continuously prompts for a deleted Microsoft account due to stale cache or lingering app connections.

Before you start

Ensure you have your new university email credentials ready, and temporarily close all active Microsoft Office applications before attempting to clear the authentication cache.

Solution 1Recommended

Clear Browser Cache and System Credentials

Use this method to remove old authentication tokens from your computer that are forcing the prompt for the deleted account.

Authentication tokens for Microsoft accounts are often stored locally in your browser and your operating system's credential manager. Clearing these forces the application to prompt for fresh login details.

Sign out of existing sessions

Open your Microsoft Office applications and the Mendeley desktop app (if installed), and manually click 'Sign Out' to close all active sessions.

Clear browser cookies

Open your default web browser's settings, navigate to the Privacy and Security section, and clear all cookies and cached site data related to Microsoft and Mendeley.

Remove Windows credentials

Press the Windows key, search for 'Credential Manager', and click on 'Windows Credentials'. Locate and remove any saved credentials mentioning 'MicrosoftAccount', 'Office', or 'Mendeley'.

Sign in with the new account

Restart your computer, open your document, launch Mendeley Cite, and sign in using your new university email address.

Clear Browser Cache and System Credentials

Authentication Reset: Clearing the Credential Manager is often the most effective way to break persistent Microsoft Office login loops.

Solution 2

Disconnect the Old Account from Windows Settings

If the old account was added as a work or school account on your device, Windows may still be prioritizing it for Single Sign-On (SSO).

Solution 3

Update Mendeley Profile and Connected Apps

Ensure that your Mendeley account is explicitly configured to use your new email address and is disconnected from the old Microsoft registration.

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Frequently Asked Questions

Why does Microsoft keep prompting my deleted university account?

Web browsers and the Windows operating system cache authentication tokens to make signing in faster. Even if the account is deleted on Microsoft's servers, your local system or connected app permissions might still hold the old token, causing persistent login prompts.

How do I remove an old work or school account from Windows?

Go to Windows Settings > Accounts > Access work or school. Click on the old university account you wish to remove and select 'Disconnect'. This removes its credentials and Single Sign-On (SSO) permissions from your PC.

Can I change my Mendeley email address without losing my library?

Yes. You can sign in to the Mendeley website using your current credentials, navigate to Settings > Profile, and update your email address. Your citations, library references, and account data will remain intact.

What should I do if clearing the Credential Manager doesn't work?

If local troubleshooting fails, the ghost registration may still exist on Microsoft's Azure Active Directory side. You will need to contact your university's IT helpdesk or Microsoft Support to have the stale app registration forcibly removed from their backend.

Login & Account Issues