Changing an External User's Full Name

[Caitlin Zug]

Trying to help a user change their full name. I can't change it even though I'm an Org Admin. Not using verified domain but that wouldn't work anyways because the user is a contractor and their email domain is not the same as ours. When he tries to change his full name, he gets the message "Full name is set by your admin". Why isn't he able to change his name?

[Trudy Claspill · Accepted solution]

Hello @Caitlin Zug 

Welcome to the Atlassian community.

There are two types of user accounts in cloud - managed and unmanaged.

A managed account is one that has been claimed by a company that has set up an Atlassian Cloud Organization. An unmanaged account is one that has not been claimed and was likely set up by the user themselves.

While the contractor's account has not been claimed by your it may have been claimed by somebody else. That message is an indication that the contractor's account is managed by another organization that has claimed their account. Even if that contractor set up the account manually themselves originally, an organization can claim it later.

If that contractor's email is one assigned to them by their employer, they should check with their employer to find out if their employer can change their name within the account.