This first thing to always check here is that wireless sync of the contact is enabled. In the contacts area go into options, then desktop and make sure Wireless synchronization is set to on.

Assuming that it is then I have found the issue is usually corrupt service books. You can resend the service books from the BES manager. However I have found in these two cases recently that I addition to resending the service books I had to go back into the Contacts options in the blackberry and turn off wireless sync of contacts, save it, and then turn it back on and save again.

This extra step resolved my issue in both cases.

However if you ever need to wipe and reactivate the blackberry the second mail icon will not automatically reappear and all mail for both BES and BIS will flow into the one mail folder,

To get the second icon back just go into Email Setup on the blackberry. Log into your BIS account and select the option to “Resend Service Books”, this will resolve the issue.