Ok will try to answer all questions myself here:

We're not using blockonomics, we're using Triple A plugin to receive payments.  We just provided the public address and were told it was set up successfully.

Because Triple A don't allow segwit we used a legacy address to receive (electrum).  It began xpub...

The sending address started with 1 (trust wallet)

If you need to know anything else please let me know.

Also should we disable the bitcoin payments on the website for now, as the BTC could be getting lost until we identify the issue?

Thanks

Thanks for all the responses. In answer to some of them - the setup of the the payments was done by the plugin / plugin support - I just added the master public key and sent a BTC payment from Trust Wallet via the ecommerce cart.  I do believe the electrum address was a legacy address as the other one (begins with seg??) wasn't compatible with the plugin system. 

What I will do is send the url of this thread to the plugin support team, and ask them to advise. 

I think the last comment about the wrong derivation path could be the issue.

Thanks again.

Ok thanks, the txid is

aa691e3ed347136deef52d9264546654df20ca38869d23260835b4cc495d26fe

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