Thank you for bringing the issue with sales orders to our attention, Robert. Let's perform some troubleshooting to isolate this matter while I provide information regarding the feature differences between your subscription and your customer's.
Sales Orders are a native and robust feature in QuickBooks Desktop. Although this is visible under the +New icon in QuickBooks Online, creating one is unavailable. As a workaround, users track sales orders by creating Estimates, which act as a placeholder, and later converting them into Invoices. You can also consider exploring third-party applications that integrate with QBO for full sales order functionality.
On the other hand, the features available depend on the QuickBooks versions you have and the region you registered for. For instance, while you're unable to create Sales Orders in QuickBooks Online UK, you can do so in the United States. In this case, consider clearing the cache and cookies if you're subscribed to the US but cannot make an entry.
Speaking of QuickBooks versions, and since you both subscribed to the same plan, does your customer also encounter the same issue? When you're asked for admin access, can you share the error message so I can provide a more appropriate resolution for you?
Feel free to scan this article to manage the billing process and track your sales seamlessly: Convert an estimate into an invoice.
For additional sales-related concerns, don't hesitate to post them here in the thread. We're always available and willing to lend a hand in guiding you through the process.
