Had my phone stolen last week and i had my contacts backed up on blackberry protect. I have just replaced the phone with the curve 9360 and i can only see the new phone on the blackberry protect site. Secondly, I cant restore my bbm contacts from the email address i backed it up with as it gives a message stating that the email address isnt linked to any blackberry messenger account.
If they are not working for you, you might want to try using a backup extractor software that can extract contacts from the backup. Do you remember creating a backup using Blackberry Desktop Manager? Blackberry Backup Extractor might be able to help you out. If you have an IPD or BBB backup you should easily extract data off with this 3rd party software. Here is something useful on recovering BBM data.
