I know very little about share play and can't really help. The only thing I can think of is that you need to have solid internet on both sides. Are you located geographically close to the person you're trying to share play with? But I don't think this is the problem, because I've encountered that issue and it still let us try.
I went to google and searched "PS4 share play guide" and I got a lot of hits. Try it out.
I think the help desk was mistaken to send you here. Besides checking google for solutions, as I suggested, the next move would be to go to PS customer service, as this is a PS feature, not EA.
Yes i am geographically close to the person i want tot connect with. I also tried it with different users, the same problem.
I know how share play works, the question (to EA) is more IF share play is supported inside the game. If so i need some proof of it so i can get back at Playstation support because its indeed a Playstation function.
Yes, having done so I can say that the game works with share play.
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