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Second they don't use support emails. Email is so 20 years ago.
Go to socialclub.rockstargames.com
Login and go to the game or support section.
As far as how the game launches. First you want to launch Steam via Run As Admin. And then just to be sure, launch Rockstar Launcher and make sure it is logged in and saved your login. Then exit the Launcher. Launch game from Steam.
If it keeps saying rdr2 is already running, it's cause you have Rockstar launcher running, which it should not be.
As BM said, R* Launcher is running in the background.
Open Task Manager, scroll down and close any R* or Steam app's that are running.
Travel to another area or town. Go to the barber in Saint Dennis; even in Chapter 2 you are free to do that. Or go back to Camp and Sleep.
Pop-up camp from time to time is very helpful anyways since those have a grill. Which is required to cook seasoned meats.
I've got two sixty year old mates with ten hairs between them and they're still looking for a decent barber.