That’s pretty suss. Just send your passport and if they have any issues with it, they’ll ask. If they ask you for your passport and you ask “how do I comply” I’d probably suspend the account to since you seem unable or unwilling to comply.

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

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

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

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.