Can't edit footnotes

A member of our team is trying to edit footnotes in Word but the changes will not hold - either they don't show up after making changes with Add/Edit Citation or they appear in the footnote then disappear moments later. This is a Sharepoint document that people are simultaneously editing in desktop Word but only 2 people are in the document. I've checked but can't find any discussions that relate to this particular issue but it is really interrupting our work so advice would be very helpful.
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