Ok, in the EU, it is illegal to cover up any part of a live television broadcast, which is intended to prevent censorship. That’s why “picture in picture” doesn’t work there. It has to be split screen or switch away from the original picture altogether. (This does not apply to phones or tablets, just televisions.)
So there may be a region issue. I’m not 100% sure this is still in effect, but I wanted to mention it in case that is the issue, since support is generally unaware of it.