Need to upload a new id in Japan, no transactions trigger a link to upload.

I have had an account in Japan for years and my transactions have been cancelled. Fine, but I did not receive a link or prompt today or yesterday to update my details.

 u/wisesupport Customer support tried to escalate the matter, so they ended the chat, but no one else has contacted me.

In short, I need to upload my id again, but there are no working links or prompts to do so and customer service has not actually fixed the problem (broken/dead links). What can I actually do?