Can't add friends in genshin impact?

I play on ps4 at level 33 and can't add a friend who is level 34. Has never worked and that makes me so sad because I've met such nice people, but I couldn't add myself to them or them. Any tips / help? It always says * You can't add this player as a friend *

Be glad that it doesn't work anyway what you're playing is dirty.

How so?

It's just a bad game and I lost my best friend because of that game

Okay, but I don't find dirt and I love it. And how can you lose your best friend haha? (No offense)