Admin User

I am trying to install the Tribulant Newsletter Plug in. They will do the initaial install & configuration. I am to give them an Admin UserId to configure their software, which i did. They were able to install it, but can not configure it saying that their software does not show in the WP menu, thus claiming that they do not have a proper Admin User ID. They also say that a few other WP menu items that should show in the menu don’t is evedence that they don’t have a good Admin user. So the bottom line question is how do i verify that the UID is a good Admin user. When i set it up I clasify the user as Administrator. I am able to add other plugins using that UID. So i’m at a loss to determine what the issue is.
Also, it may be possible that WP wasn;t installed properly in the first place. THus making thier plugin not show properly. However I’ve installed Akismet & it shows in the menu just fine.

Thanks for any help