We're using a bitcoin payment plugin in WordPress to receive BTC payments from customers.

We did a BTC test payment to make sure it's working ok.  The payment did come through to the xpub that we use to receive payments, but not into the electrum wallet.  The plugin support say that they do not receive the BTC on our behalf that it goes into the wallet.

The sending wallet has recorded the payment as being sent successfully - but it seems not to have arrived in the electrum wallet.

The plugin support have said we could increase the gap limit on the electrum wallet (https://help.blockonomics.co/support/solutions/articles/33000215760-gap-limit-faq) - is this worth doing and could it solve the issue? (seems a bit complex).

Can anyone help as to what the issue could be? Or if we're not understanding this correctly?

Thanks