Users don't receive password resets

[mmorganfield]

Our organization uses a combo of SAML + standard user/password logins for two distinct groups of users, and the group with a specific Looker login (not SAML auth) is never able to receive Looker password resets. 

Is there a feature or setting we need to enable for this? When we send them a link via the Users page to reset, it works, but when they request the email or we send the email, they never receive it.

Note: I will be reaching out to our email platform as well