It looks like the site is part of a WordPress network installation. When that’s the case the add plugins screen is in the network admin section instead of the individual site. If you’re network administrator you can add plugins in the same section of admin where you create new sites. You can also network activate them so they are active on all sites.
Some hosts have an option to make a new installation a networked one. That might be what happened here. If you don’t need to have multiple sites in this one installation, you can turn that off. There is a quick post at WPMU (https://premium.wpmudev.org/blog/uninstall-multisite/) that can show you how.
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