Make sure you ordered the correct size Bedlift Kit.
When you set up the bedlift, was the dimension from the floor to the bottom of the bed 39"
Make sure the mattress and all bedding are in place before trying to operate the Bedlift.
Have you tried adjusting the bed per the instructions?
After verifying the installation is correct, if the bed still will not close, contact us at firstname.lastname@example.org. Please include a picture of the installation, size and configuration of the bed and we will try and troubleshoot the problem.