Delivering safe, clean and reliable natural gas to the northern suburbs of Chicago

Frequently asked questions

Following are answers to frequently asked questions. If your question is not answered here, or if you'd like more information, please contact us.

Account information

How do you update the way your name appears on your bill?: If you need to update or correct your name as it currently appears on your bill (e.g., due to a marital status change or misspelling), please visit update your account information.

How do you stop or start service due to moving?: If you are moving and need to stop or start service, please visit start, stop or move energy service and complete the online form.

How do you update the email address for your account?: If you would like to change the email address associated with your online profile, please visit update profile.

How do you change the mailing address or phone numbers listed for your account?: You can modify your mailing address or any phone numbers listed for your account at update your account information.

You lost your activation code when you registered for online access. How do you request a new activation code?: Activate your profile to increase the access level of your online profile. Once activated, you will have access to more information, our energy saving tools, and online transactions with our Customer Service department.

How can you change your password?: If you requested a new password or would like to change your password, please visit update profile.

When trying to register for online access, you receive a message that your information is incorrect. What are you doing wrong?: When registering for online access, the account name and account number need to be entered exactly as they appear on your bill. North Shore Gas offers guidance on how to read your bill. If you are still having troubles, please contact us.

What is the North Shore Gas mailing address?: Our payment address can be found on the mail page.

Can you pay your bill with a credit card?: Yes. Our Quick Payment option lets you pay your bill instantly with a credit card or debit card.

How do you update your bank account information for Automatic Payment?: You can update your bank account information online. When you fill out the form, the new information will replace any existing bank information.

You need 12 months of your energy data for tax purposes. Can you get this online?: Yes, this can be found at view bill history. If you are not registered for online access, you will need to register.

What if you are not receiving your email notifications?: Sign in and verify your email address by visiting update profile. If correct, your email provider may be blocking our email. Check your spam, bulk or junk folder for email from noreply@northshoregasdelivery.com.

If you use a spam blocking email service, include our email address as an acceptable sender to receive notification messages.

You are having difficulty paying your energy bills. What services does North Shore Gas offer?: Yes, if you are behind on your energy bills, or think you might become behind, we offer billing options, financial assistance and payment plans to help. Visit payment arrangements and energy assistance or call 24-hour customer service at 866-556-6004 to discuss the options available to you.

What is the "Fixed Charge" on your bill?: The daily Fixed Charge does not change based on the amount of natural gas you use. It includes a Customer Charge and charges set by the State of Illinois to fund weatherization, energy assistance, renewable energy grants, adjustments allowed by Illinois Public Acts 96-0033 and 99-0906.

Why is your bill so high?: There are many reasons why a bill may appear high, including changes in the amount of natural gas you use, the effects of weather on your energy use, and changes in energy prices. When trying to determine why your bill is high, first compare your gas use this year with last year's use. For example, in winter, consider whether temperatures are colder than last year; if so, you can expect your heating bill to be correspondingly higher.

Also, remember that natural gas prices fluctuate quite a bit, especially during the winter. North Shore Gas doesn't own natural gas fields, so we must buy natural gas from suppliers. Because prices on the market are generally lower in summer, that's when we purchase much of the gas we expect customers to use during the winter. We store the gas in a storage facility and then draw from it during the winter. However, we must also purchase gas on the market to supplement our stored supply. If market prices are higher, customers' bills could be correspondingly higher.

If you are unsure of what may be causing your higher bill, please contact us.

What's a therm?: Natural gas is billed using an energy unit called a therm. A therm is equal to 100,000 British Thermal Units (BTUs), or approximately 100 cubic feet (1 CCF) of gas. Your meter measures the volume of gas you use in hundreds of cubic feet. Each month, that volume is converted into therms by a BTU Factor that accounts for the actual energy produced by each CCF. View additional terms commonly used on your bill.