Password reset emails are not sent for a user in BMS. Email is not found in Admin > Logs > Email Logs
Check if the user has set Authanvil as their Authentication Type. When you turn on 2FA and make Authanvil your Authenticator for BMS, reset password will not send an email out to the user because they can not use this password anywhere in BMS.
This is how the system is designed to work when the authentication type is set.
If the authentication method is not set to Authanvil, please review our generic article here.