Fraudulent charge on my account - why can't I file a resolution claim?

[NancyO2]

I have a fraudulent charge on my PP account. I've tried filing a claim through resolutions, and it is telling me:

Unable to complete your request

We’re sorry, you can’t file a case on this type of transaction. Please refer to our User Agreement for more details.

Why can't they help with this?

[PayPal_JonK]

Hello @NancyO2,

I'm sorry to hear you're running into some issues filing a claim on a recent transaction. Filling a dispute normally depends on if the payment can be covered by our Purchase Protection or not. As a reminder, we do not offer Purchase Protection on Friends & Family transactions. Here are a few Help Center articles you may find useful:

Does PayPal cover my purchase if there's a problem? (Purchase Protection for buyers)

I didn't receive my item or it's different than described. Should I open a dispute?

How do I report potential fraud, spoof or unauthorized transactions to PayPal?

I hope that helps!

 - Jon K