If a user reaches out because they do not have the option within Brainshark, this can be resolved by updating their privileges and/or permission in the Administration section.
A users ability to upload content within Brainshark is controlled by their profile privileges and their unique folder permissions.
If the author is missing the create option please refer to this article for the steps for updating their profile: Missing "Create" Option
If a user does have the ability to upload content within their profile but they are still missing a create button, you will need to update their folder permission and give them authoring permission to at least one folder. Example below: