Missing Shortcode Icons in Editor

After installing the theme, there were additional options/customization tools available in the wordpress dashboard under Products. Upon creation of new users for the platform, the shortcode icons are lost, none of the theme options related to it are available, and the panel only shows the regular wordpress tools.

I have tried to reinstall the theme both by dropping the original theme files over the current ones using FTP, as well as through the native wordpress theme handler.

Did we do something to remove those features by creating new users and removing the original one? All users are administrators and none show the missing tools. I can’t find anything on this in the documentation or in the forums so far.

I have backed up the database and all files for the installation, so I am just looking to see where I can go from here.