Check what device the contractor is using to login to 3SS. This error usually occurs if they’re using the mobile friendly version of 3SS on their phones or tablets.
If you have confirmed that they are using the mobile version of 3SS (phone or tablet): Please click the 3 stripes in the upper left corner of the screen. Select “View Full Site” (above the Logout option). This will take the user to the full desktop version of 3SS and everything should be visible as normal.