Thanks for posting in Microsoft Q&A forum. Please help check if the prerequisites are met:
1,May we know if the devices are Hybrid Azure AD joined? If yes, the Autopilot Reset does not support Hybrid Azure AD joined devices; a full device wipe is required.
2,To use Autopilot Reset, Windows Recovery Environment (WinRE) must be enabled on the device.
For more information, please refer to: Reset devices with Autopilot Reset
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Thanks for your reply.
If Autopilot Reset fails after enabling WinRE, it's recommended to contact Microsoft Support in Microsoft Endpoint Manager admin center for assistance. Refer to: