I assume you mean your BB ID credentials rather than BBM? As such, the following apply.
For security reasons, password reset emails are not delivered to the BB, regardless of the email account used. You must have separate (e.g., WebMail) access to that account in order to retrieve and process the password reset email. If your email account is a hosted (e.g., @BB or @carrier) account, then you need to go into BIS and configure a forwarder to an email account you can access from other than the BB...then re-generate the password reset email and retrieve it from that other account.
Also, given the high volume of these as a result of the BBM7 release, it's been reported that a delay of up to 2 hours is happening before receipt of the password reset email.
Occam's Razor nearly always applies when troubleshooting technology issues!
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