My friend cant use the Reset Password feature

They were trying to log in, but couldn't. they then attempted to used the reset password feature, but had no success after 20 minutes. they say they were using edge, and the latest version of it. their OS is windows.
My browser version is: (do not change)
Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/75.0.3770.142 Safari/537.36

That feature doesn't work anymore, lost my previous account because of it malfunctioning.

How has it not work? @thekrakenpup

Because a few months (weeks?) ago I changed my password.