Every so often something will happen in shipping and the cueing platform on your new Rega turntable will not be set at the correct height. If it is set too low, when you raise the tonearm cue lever at the end of the record, it will not lift the tonearm off the record surface. If it is set too high, you might not properly track the record or the tonearm may not even be able to go all the way down.
Luckily, this is a very simple issue to fix, but you will need a 1.25mm hex wrench. The cueing platform on your Rega tonearm is a small, black piece with rubber on the top that is parallel to the record surface. If you are looking at your tonearm from the front, it is on the left side at the back of the tonearm shaft.