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.
What I do know is that I've used shareplay in this game on multiple occasions, to do precisely what you're trying to do (give control to friend). My friend had to walk me through getting it going, though. I don't know how to do it offhand.
It does seem like more of an issue for Sony than EA, though I could be wrong. Have you tried getting a Sony customer service rep on their chat to fix this issue? It's pretty annoying dealing with them (when isn't dealing with customer service annoying?) and they can be eager to close your case before getting a satisfactory solution, but it's certainly worth trying.
