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I am aware it is a pain to get them on the phone, but I found that it was the quickest way to do the switchover.
I had a physical authenticator earlier, but it stopped working so I had to make the switch.
I know you didn't ask, but in case you didn't know it: You don't have to call support anymore, as you can nowadays change the authenticator yourself on the website. Click on account, sign in with username and password, but don't enter a security code. Then you will get the option "Lost your security key?" Follow the procedure.
I changed from my collector's edition's physical auhtenticator to an app authenticator through that link and it was so fast and easy that I can't imagine it will be quicker to call their support.
I did not know that, thank you very much indeed.
I got SO many points off that.