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You have to meet all of the following requirements, one of which is be a T-Mobile customer. All of the requirements are in the link below.
I would definitely recommend checking out the link that @stevetjr posted above! There are more requirements for unlocking the device than just making sure the phone isn't blocked for EIP or a balance. When you called in did you tell them the app was saying it wasn't available? They can check it's unlock availability, and let you know what you need to unlock it specifically! I hope this helps!