I have a user who cannot change her full name in her profile in JIRA Cloud!

[Deborah Genevro]

Full Name displays as email address.  I've looked at all the previous responses and nothing seems to work.  Most of my users were able to update their full name, but the more recently added users have not been able to do so.  Following are the instructions I provided to my user.  When she gets to the manage your account screen, full name is greyed out and she cannot update it.

[Deborah Genevro · Accepted solution]

The solution offered by Atlassian support worked for us.

With the introduction of Atlassian Account, the user accounts have become self-managed. That means that for a user to change their email and their full name, they need to log in to http://id.atlassian.com and change the email/full name directly in their profile section.

The problem we are experiencing is that from the update profile link within JIRA will not allow updates to Full Name.  However, when my user used this link, he was able to update his Full Name.

[Tinker Fadoua]

Thank you so much for taking time to share the fix that Atlassian suggested @Deborah Genevro

[Tinker Fadoua · Accepted solution]

Did you try the following?

https://community.atlassian.com/t5/Jira-questions/JIRA-How-do-I-change-the-full-name/qaq-p/142554

Are you seeing the same behavior in different browsers?

[Deborah Genevro]

Yes, I tried, but this did not work for me.  I cannot understand why some users can do this and some cannot.

[Tinker Fadoua]

Keep scrolling down as some user had other way to do it.

[Jack Brickey]

yep this is weird. I plan to check w/ some of my recent user adds and see if I can reproduce. IMO this is something that Atlassian Support should chime in on so @Deborah Genevro you may wish to open a ticket.

[Deborah Genevro]

@Jack Brickey - I would appreciate anything you find.  I am opening a ticket with Atlassian as well.

[Jack Brickey]

@Deborah Genevro, I am not experiencing this issue at this time. Have you head back from Support?

[Deborah Genevro]

The solution offered by Atlassian support worked for us.

With the introduction of Atlassian Account, the user accounts have become self-managed. That means that for a user to change their email and their full name, they need to log in to http://id.atlassian.com and change the email/full name directly in their profile section.

The problem we are experiencing is that from the update profile link within JIRA will not allow updates to Full Name.  However, when my user used this link, he was able to update his Full Name.

@Jack Brickey - Thank you for following up.

[Jack Brickey]

I was familiar w/ the need to access via id.atlassian.com. I thought that was where the profile link was actually resolving to. My bad for not realizing that or I could have assisted earlier. Glad you got it resolved. 

I would recommend adding the solution into an "Answer" rather than reply and accepting so that it will help other in future searches.

[Deleted user]

What if the Account is Managed, but the organisation is not using "Atlassian Access"?