It seems that user's account management has changed in Atlassian Cloud. In particular, I'm trying to update the Full Name of a customer's account but the field is grayed out and not available for editing.
There is a current feature request that you can find at CLOUD-9469 for this particular issue. When you have a personal account, only you can update your account details, not the administrator so if the account is a personal account that would explain the behavior you are seeing and is documented in Personal and managed Atlassian accounts. As a workaround you can ask the user to log on to id.atlassian.com and change the name in the Profile.
In order to get more traction on the feature request I would also recomment voting on the issue and adding any comments you think are relevant to the issue.
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot