JR Pass Exchange Order/Passport last name mismatch

I am currently on hold with my flight, and JR Assistance for this issue as it is deeply urgent,

My wife and I were married and are visiting Japan for our honeymoon.

She has not recieved her updated passport reflecting her new last name, and only has her (still valid) passport with her maiden name.

In addition to the issue this is causing for our flight reservations, my primary concern is her last name not matching up with the JR pass exchange, which uses her new married last name.

I understand that this is likely not the correct place to post and is a bit out of reach for reddit suggestions, but I am desperate for suggestions and advice while I am waiting for a response from JR.

EDIT: It worked!
I arrived at Haneda and presented my exchange pass at the counter, and after a moment of deliberation with her manager due to the discrepancy, she allowed us to receive our passes! We did present our marriage certificate, and this may have helped the situation. Hope no one else has to experience this but if they find this post then hopefully it helps!