Apologies to reach out here, perhaps it's not the best reddit to seek help about this but maybe someone will be able to help.
I'm mining monero and supporting the network with my humble setup and usually once a month I get a payment from a small european pool. 4 of the payments past 4 months went through with no issue and landed on my software wallet. The latest, 5th payment was listed on the pool site, but never arrived to my wallet.
I used my wallet address and phrase seeds to look up my private key, then used the monero chain explorer along with the transaction hash ID, to check if the transaction is on the blockchain but returned no results.
I wrote to xmrpool.eu support. They replied with "make sure your wallet is synced to the latest block" and stopped responding after that.
I wrote to my wallet provider support (Coinomi). They replied with "Reinstall your wallet app"
Both solutions worked exactly like they sounded - bare minimum IT support guy solution.
I got no results and further ideas since both parties stopped responding to emails.