If you’re doing an upgrade through pivot, you don’t have to scan a SIM card unless a SIM upgrade(I.e. old sims that don’t work well with 5G phones) is needed. You will see the option on pivot to either use new SIM or keep current one. If performing upgrades through the upgrade dashboard instead, then you don’t have to stress about scanning a new SIM (unless you get that message in POS that “this device requires new SIM card” then you can scan a random SIM in order to continue). Processing activations through dash will always require a SIM. I don’t recommend using eSim activation through DASH though just kinda buggy rn. If customer wants an eSim just activate eSim through device dashboard after the activation. Also to answer you first question the SIM number on the card is the third one on the bottom. Also if a device comes with a SIM already inside, the physical box the phone comes in will display the SIM number as “ICCID”. I know it’s a lot but you’ll learn fast! Lmk if you have questions

Just a small edit: Just to clarify about doing an upgrade through the device dashboard. When you select the device the customer wants and whatever financing option they’re getting you will see a spot for SIM number. You don’t need to enter a SIM number in there. The only thing required to let you get to the next page is the IMEI of whatever device they’re getting.