[jackothy]

They asked him for a Japanese passport and he does not have one. Hence the "how do I comply".

[withinboredom]

Just send the one you have? I don’t see the problem.

[jackothy]

And I also don't see the problem with asking a clarifying question when he does not have what they asked for.

[withinboredom]

It’s obviously a typo or something similar. The customer support person likely has no idea what you’re talking about, they want a passport with your name on it, they don’t care where it is from.