Adding comment to citation on footnote - then it disappears!

Problem If I add a comment to a citation on a footnote (using Chicago Manual of Style 17th), I save it and assume all is fine. However, if I close the program, when I re-open the comment has disappeared! Is there something I'm missing in the instructions?
  • Is this Word? What version (with full version number)? Can you reproduce it in a new document? What format are you saving the document as (such as .docx)?
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